Customer Success Specialist

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

This opportunity becomes hybrid after 90 days in the office for orientation and training. After 90 days, if your manager supports, you are eligible to work from home 2 days per week.

The Concierge Service Specialist is responsible for ensuring our key clients receive exceptional support, proactive communication, and measurable value from our service offerings. This role serves as the primary point of contact for enterprise healthcare accounts – managing service escalations, driving customer satisfaction and retention, and coordinating cross-functional operational execution. This role will also partner closely with Service Managers, FSEs, and internal operational teams to deliver a seamless end-to-end experience.

• Act as the main point of contact for Concierge customer accounts, building strong and trusted relationships.
• Maintain active and accurate account records including:
• Asset inventories
• Contact information
• PM compliance
• Proactively communicate updates, status, and issues to customers and end users; ensure no surprises and promote over-communication as a standard.
• Support account growth by identifying opportunities for additional services.

• Oversee daily operational needs for Concierge customers; partner with Service Managers on workload, scheduling, and issue resolution.
• Ensure compliant response times and performance against defined Service Level Agreements (SLAs).
• Meet routinely with Service Managers to ensure contractual obligations and SLAs are achieved.
• Oversee work order lifecycle from creation through completion and invoicing to ensure accurate cost and revenue capture.
• Plan and assign cross-functional workflow to ensure service execution without disruption.
• Master queue management for Concierge work streams and inboxes.
• Manage customer escalations with urgency, clarity, and empathy; ensure proactive communication until resolution.
• Identify and address recurring service issues at customer sites; own communication to leadership and other stakeholders.
• Create quality cases to document customer complaints, service failures, and quality issues.
• Develop and submit timelines and reports outlining root cause analysis, communication gaps, and corrective actions.
• Drive proactive service efforts to prevent churn and recover service confidence.
• Ensure all processes and work instructions are documented and compliant with customer requirements.
• Analyze customer data, feedback, and operational metrics to identify trends and improvement opportunities.

Participate in interviewing, training, and onboarding of team members

• Create quotations for service calls and provide timely responses to customer inquiries.
• Field incoming customer calls and own follow-throughs.
• Coordinate daily with Purchasing, FSEs, and Service Managers to obtain status updates.
• Review work orders pending PO, waiting for parts, or otherwise stalled; update customers and follow up cross-functionally.
• Schedule PMs for assigned territories; determine technician routing and daily schedules.
• Reach out weekly to purchasing, FSEs and service managers for service updates for each work order.
• Review work orders pending PO, waiting for parts and other statuses, weekly, with updates to the customers, and follow up with necessary teams.
• Manage and develop strategies with the Service Manager to ensure customer satisfaction.

• Two plus years of customer call center/management experience in planning, developing, and organizing customer workflow.
• Strong computer skills particularly with Microsoft Office suite and Microsoft Dynamics Field Service
• Excellent written and verbal communication skills.
• The ability to build relationships across all levels of an organization
• Ability to motivate self and others to…