Customer Success Representative

Who We Are & What We Do

Since 1933, Acme Lock & Door has served the tri-state with commercial locksmithing, doors and frames, storefront/glass systems, and electronic access control. We design, install, and service everything from locks and hardware to complete door packages, storefronts, and networked access systems. With a reputation built on quality craftsmanship and exceptional customer service, we are dedicated to securing our customers’ spaces while delivering reliable and innovative solutions.

Our team of skilled technicians are passionate about their work and take pride in maintaining the highest standards of safety and professionalism.

We are hiring a Customer Success Representative to drive efficiency, organization, and discipline while consistently exceeding customer expectations. In this role, you’ll work closely with the Customer Success team, technicians, and project coordinators to maximize technician utilization and achieve key performance indicators related to idle time, job queues, and call metrics. As a key member of the Operations & Logistics team, you’ll partner with technicians, sales, and project admins to ensure jobs are scheduled correctly, completed efficiently, and closed out and invoiced accurately - on time, every time.

If you thrive in fast‑paced environments, enjoy coordinating moving parts, and take pride in turning complexity into order, this role is for you.
*** This is an in-office position located in Cincinnati, OH, with a schedule of Monday to Friday, 8:30am to 5:00pm.***

• Receive, answer, and prioritize incoming calls with urgency and professionalism
• Listen to customer concerns, identify root causes, and resolve issues quickly and effectively
• Manage job workflows through internal systems, including job queues and required task completion
• Ensure dispatched jobs are closed out and invoiced within 48 hours, following End‑of‑Day procedures
• Support daily job creation and technician scheduling in Service Titan
• Provide technicians with clear, complete information to ensure successful job execution
• Coordinate closely with sales and project administration to align on job details and expectations
• Escalate issues appropriately, providing clear context and background when needed
• Identify opportunities to improve processes and enhance Customer Success initiatives

• Jobs flow smoothly from dispatch to close‑out
• Technicians are fully utilized and supported
• Customers feel informed, heard, and taken care of
• Invoices go out accurately and on time
• Operations run with discipline, clarity, and consistency

• High school diploma or GED
• 1+ year of customer service or operations experience (service‑based environments a plus)
• Strong organizational skills and attention to detail
• Ability to prioritize competing tasks and meet deadlines
  
  Clear, confident communicator with customers and internal teams
• Positive, solutions‑oriented mindset
• Comfortable working in a fast‑paced, team‑driven environment
• Willingness to work a flexible schedule as needed

• Primarily office‑based, with regular phone and computer use
• Occasional standing, walking, and lifting (up to 25 lbs.)
• Low to moderate noise environment
• Reasonable accommodations available as needed

• Be part of a 90+ year legacy company with deep community roots
• Work alongside skilled technicians and operations professionals
• Make a real impact on customer experience and operational excellence
• Join a team that values craftsmanship, accountability, and teamwork

Here at Acme, we value our employees and strive to provide a comprehensive benefits package that supports their well-being and professional growth.

• Competitive Compensation:
  We offer an hourly pay of $20-$25, dependent upon experience.
• Perks:
  We provide a company laptop.
• Healthcare Coverage:
  We provide a range of healthcare options, including medical, dental, and vision insurance, to keep you and your family healthy and covered.
• Retirement Planning: A 401(k) plan with competitive match to help you plan for your future and achieve long‑term financial security.
• Paid Time…