Customer Success Representative
Listed on 2026-02-24
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Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support
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.
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.**
* What You’ll Do
- 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
Qualifications & Skills
- 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
Physical Requirements
- 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…
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