Lead Client Success Specialist

The CSC ServiceWorks Story:

CSC ServiceWorks is the leading provider of commercial laundry and air-vending solutions across the United States and Canada. With nearly a century of experience and over one million machines in operation, we serve more than 40 million consumers annually through our pay technology platforms, technology-enabled services, and trusted client partnerships.

Our team of 2,300+ professionals supports a wide range of industries, from multi-housing and universities to convenience stores and hospitality, delivering reliable equipment, innovative technology, and responsive service.

At CSC, we’re in the business of making things work, connecting people with technology while empowering communities, clients, and team members to thrive. Our values of trust, respect, and integrity guide everything we do, and our focus on community impact keeps us grounded in purpose-driven innovation.

Overview:

Primary responsibility for providing existing client support, managing assigned Book of Business accounts virtually, building customer relationships, providing data-driven recommendations to improve client business performance, supporting customer retention, and improving internal rate of return. Additional responsibilities include supporting Customer Success management through escalation management, coaching and ongoing training and development.

• Support current duties of existing team to include existing clients and internal client facing teams
• Participate in proposal preparation, contract negotiation and administration as required
• Utilize case management system to drive efficiency within Customer Support and other client facing CSC teams
• Buildout and implementation of various success programs to include administration, customer success and commission inquiry
• Serve as a product and company ambassador to CSC clients
• Provide insight and relay the voice of the customer to internal teams and stakeholders, including Sales, Marketing, Operations, and Digital
• Partner with account management leaders to identify business needs and propose solutions in line with the needs of our customers.
• Maintain knowledge and understanding of features of service, operating systems, and business processes.
• Assist with escalation calls
• Participate in recruiting activities
• Provide leadership support for new hire and recurrent training
• Assist in ensuring maximum sensitivity, proper routing and responsiveness to customer requirements

Benefits & Perks:

• Work Life Balance!
• 75% Employer Paid Medical, Dental, and Vision insurance
• Year-round Work & Paid Training
• Company Paid Life insurance
• 401k with Company Match
• Paid Vacation, Personal Time Off and Holiday Pay
• Flexible Spending & Health Savings Account
• Paid employee Referral program

CSC Service Works will comply with local and state laws regarding minimum wages, including requirements specific to cities, counties, and municipalities.

What we’re looking for:

Required Education & Experience:
• High School Diploma or equivalent and 1-3 years related experience and/or training; or equivalent combination of education and experience

Required Knowledge, Skills, and Abilities:
• Ability to manage difficult conversations
• Ability to organize and manage multiple priorities efficiently while meeting deadlines
• Have strong customer service skills
• Ability to provide analysis and reporting of work output and outcomes
• Ability to build out processes and present information in one-on-one and small group settings to clients and other employees
• Experience with account management preferred
• Excellent interpersonal and written communication skills
• Computer proficiency in MS Office Suite, particularly Excel, Word and Outlook
• Excellent analytical skills
• Ability to read, comprehend and understand complex instructions, correspondence, and memos
• High ability to write correspondence to individual and small groups, Customers and Executive leadership team members
• Basic mathematical skills
• Ability to apply critical thinking and understanding to carry out detailed, written or oral instructions
• Ability to resolve problems involving a few concrete variables in variable situations
• Must be a self-starter and highly motivated

CSC Service Works will comply with local and state laws regarding minimum wages, including requirements specific to cities, counties, and municipalities.