Customer Success Specialist

Location

Position will report on-site in Clearwater, FL. Applicants must reside and be authorized to work within the United States.

Benefits are subject to eligibility requirements.

• Competitive salary
• Sales incentive & bonus opportunities
• Health, Vision & Dental Insurance – generous employee cost share & low deductibles
• PTO, paid holidays
• 401k with company match component
• Career development opportunities
• Full tuition reimbursement
• Engaging culture; celebrating the wins and important employee milestones

The Customer Success Specialist is responsible for maintaining strong customer relationships, reducing churn, and supporting revenue retention in a high-volume call center environment. This role focuses on proactively engaging at-risk customers, resolving issues quickly, and delivering solutions that build loyalty and long-term value.

Monday - Friday, 10:00 am - 6:30 pm

• Manage customer calls involving product application, troubleshooting, part identification, and solution recommendations with confidence and accuracy.
• Proactively follow up on open quotes, pricing opportunities, and pending customer decisions to drive conversion, secure business, and prevent competitive loss.
• Offer solutions, incentives, or alternatives to prevent cancellations.
• Resolve customer concerns related to orders, shipping, product availability, and service issues.
• Utilize CRM tool data to track customer data and make recommendations for increased revenue.
• Educate customers on products, features and other offerings for upselling opportunities.
• Work customer backlogs, follow-ups, and open tickets to ensure timely resolution.
• Accurately document all interactions in CRM systems (Zoho).
• Collaborate with Operations and other teams to resolve issues efficiently.
• Partner closely with Inside Sales Account Managers (ISAMs) and Regional Sales Managers (RSMs) to support customer requests and ensure customer issues are resolved efficiently and professionally.
• Consult with customers to identify and recommend appropriate hydraulic seals and components based on specifications, needs, and application.

• Accurately document customer interactions, quotes, and resolutions in CRM.
• Capture potential leads or upsell opportunities for follow-up by ARMs or Outside Sales.

• Stay current on hydraulic seal products, kits, industry trends, and internal processes.
• Participate in regular training on new systems, procedures, and customer interaction best practices.
• Reference and contribute to internal knowledge base when applicable.

• 3+ years of relevant customer-service experience, or a bachelor’s degree in Business, Sales, Marketing, Communications, or related field with a strong interest in building a commercial career.
• Experience handling high call and email volumes; troubleshooting complex, technical questions.
• Strong verbal and written communication skills.
• CRM experience (Zoho or similar preferred).
• Strong communication and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• High attention to detail and accuracy.

• Quote Follow-Up Conversion
• Service Level & Call Response Time
• Average Handle Time (AHT)
• Backlog / Ticket Revenue
• Customer Satisfaction (CSAT)
• Schedule Adherence / Availability

• Fast-paced call center with expectations for multi-channel support.
• Requires sitting for extended periods and continuous use of headset and computer.
• Occasional cross-team collaboration (Sales, Tech Support, Admin, Warehouse).

Hercules Sealing Products is an equal opportunity employer. We use E-Verify to confirm the identity and employment eligibility of all new hires.