Customer Success Specialist

Customer Success Specialist

Location:

Houston, TX (Hybrid After Fully Trained)
Department:
Customer Support

Reports to:

Director of Customer Support

Qwikkit is transforming how multi-family properties and single-family homes renovate kitchens and bathrooms. Since 2017, we’ve helped property owners, general contractors, and property managers modernize their spaces affordably and with speed.

We deliver all-in-one cabinet refacing kits, doors, fronts, paint, and hardware — everything needed for a clean, professional installation with minimal downtime. Whether renovating one unit or hundreds, we make the process fast, easy, and affordable, so our customers can deliver beautiful results on time.

Our six core priorities guide us every day:

• Take care of our team.
• Always do the right thing.
• Learn and improve every month.
• Grow the company and profits.
• Have fun at work.

If you’re the kind of professional who takes pride in helping customers succeed, communicating clearly, and delivering a seamless, positive experience, this role is for you.

As a Customer Support Representative, you’ll be the first point of contact for customers seeking assistance with orders, product information, troubleshooting, and project guidance. You’ll answer inquiries through phone, email, and chat; resolve issues with accuracy and care; and provide feedback that helps improve products, processes, and customer experience.

This is a great fit for someone who thrives on service, teamwork, follow-through, and problem-solving in a fast-paced, customer-focused environment.

• Engage with customers through inbound calls, emails, chat, and other platforms to provide timely and accurate assistance.
• Research customer concerns, resolve issues, and ensure thorough follow-up.
• Provide expert guidance on Qwikkit products, ordering requirements, and installation processes.
• Meet daily, weekly, and monthly KPIs related to quality, accuracy, and responsiveness.
• Conduct outbound communications to support customer retention and project success.
• Anticipate challenges and provide proactive communication to prevent delays or issues.
• Lead customer education and training sessions (virtual or in-person).
• Maintain high customer satisfaction through empathy, professionalism, and consistency.

• Maintain accurate records in internal systems and ensure all information is updated promptly.
• Document deviations and share insights to improve customer experience and internal processes.
• Utilize online tools to ensure efficient, knowledgeable support.
• Support ongoing improvement initiatives by sharing customer feedback with cross-functional teams.
• Work closely with Sales, Production, and other departments to ensure a consistent customer experience.
• Participate in team huddles, meetings, and training sessions.
• Share best practices, patterns, and insights with the team to strengthen overall performance.

• 3+ years of customer service experience or a combination of relevant education and experience.
• Strong written and verbal communication skills.
• Confidence using computer systems, data entry tools, and online platforms.
• Ability to multitask and stay organized in a fast-paced environment.
• Strong attention to detail and accuracy in all customer interactions.
• Successful completion of pre-employment assessments.

• Empathetic communicator who enjoys helping others.
• Patient, professional, and committed to resolving customer concerns.
• Organized, reliable, and proactive.
• Motivated by continuous improvement and delivering high-quality service.
• A positive teammate who thrives in a collaborative environment.

• Experience in manufacturing, home improvement, or B2B customer service.
• Familiarity with CRM systems and digital customer support tools.

• Customers trust your guidance and ask for you by name.
• You consistently meet or exceed KPIs and accuracy goals.
• Customer satisfaction and retention remain strong.
• You are recognized as someone who "takes care of their customers."
• You contribute feedback that improves…