Customer Success Representative

As a Customer Success Representative, you will lead outbound portfolio management and sales efforts to drive proactive customer engagement, lead generation, and revenue growth. This role focuses on managing a book of business, nurturing relationships with existing and repeat customers, and identifying new sales opportunities. With a blend of outbound outreach, customer service, and strategic account management, you will play a key role in growing the company’s customer base and deepening customer loyalty.

This position reports to the Revenue Director and will sit within the overall Sales and Customer Success team in the organization.

Key Responsibilities:

Inbound Customer Support

• Handle 30 daily inbound calls to address customer inquiries, troubleshoot issues, and process orders.
• Respond to 30-40 daily tickets and emails, ensuring timely resolution of customer concerns.
• Provide exceptional customer service, maintaining professionalism and empathy in all interactions.

Order Processing

• Confirm and process orders efficiently through platforms like NetSuite, Shopify, RingCentral, and Google Workspace and other internal systems.
• Accurately input data and ensure all order details are documented clearly, correctly and consistently.
• Address and resolve discrepancies in orders or billing with quick and precise action.

Sales Support

• Manage light sales opportunities by identifying customer needs and recommending appropriate products or services for upsell and cross-sell opportunities.
• Maintain knowledge of current promotions, product features, and industry trends to offer tailored solutions.

Documentation & Collaboration

• Maintain consistent and clear documentation of all interactions in the CRM or ticketing system for internal visibility.
• Collaborate with other departments, such as Inside Sales and Technical Support, to escalate and resolve complex issues efficiently and in a timely manner.
• Track and report recurring customer pain points to help refine processes and improve satisfaction.

Technical Proficiency

• Navigate multiple systems simultaneously to process orders, log interactions, and access customer information.
• Troubleshoot basic technical issues with customers, guiding them through solutions effectively.

Performance Metrics

• Achieve daily/weekly activity volume goals, including call handling, ticket resolution, and sales performance.
• Meet or exceed service level agreements (SLAs) for response times and resolution rates.
• Consistently contribute to a positive Customer Satisfaction Score (CSAT) through quality interactions.

Key Competencies:

• Experience: 1–2 years in customer service, inside sales, or a similar role handling phone calls and order processing.
• Technical Skills: Proficiency with CRM tools (e.g., NetSuite, Shopify, Google Workspace, and RingCentral) and ability to learn new systems quickly.
• Communication: Strong verbal and written communication skills to handle diverse customer interactions.
• Multi-Tasking: Ability to manage high call and ticket volumes while processing orders and providing support.
• Sales Aptitude: Comfort and confidence with light sales activities, including upselling and cross-selling.

Additional considerations:

• Superb communication both verbal and written communication
• Bi-lingual, Spanish and English - Preferred
• Must be able to work on-site in Doral, FL, full-time Monday - Friday from 9am-6pm ET

Compensation:

Hourly Rate: Hourly Rate: $18–$21 per hour Commission: Prospective commission opportunities based on activity volume and sales performance.

About Us:

At Locksmith Keyless, we are dedicated to providing top-quality locksmith and keyless entry products to meet the evolving needs of our customers. With over a decade of experience in the industry, we pride ourselves on offering a wide range of reliable, secure, and innovative solutions—whether for residential, commercial, or automotive use.

Based in Miami, Florida, Locksmith Keyless combines a hands-on, service-oriented approach with streamlined e-commerce convenience. Our team of 40 skilled employees works diligently to maintain a strong inventory, rapid fulfillment, and exceptional customer support, making sure each order meets our high standards for quality and reliability.

From keyless entry systems and lock repair kits to specialty locksmith tools, we’re here to empower our customers with the best in security technology and solutions. Trust Locksmith Keyless for all your locksmith and keyless entry needs.

Learn more at: https://www.locksmithkeyless.com/

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time

Schedule:

• Day shift
• Monday to Friday

Experience:

• Customer service: 2 years (Preferred)

Ability to Commute:

• Doral, FL 33122 (Required)

Work Location: In person