Customer Success Specialist

A Legacy of Excellence in Customer Service

For more than 50 years, Answering Service Care (ASC) has been a trusted live answering service for over 4,000 businesses nationwide. From law firms and contractors to medical offices, franchises, insurance agencies, and more, we provide professional, reliable customer service across all industries.

As a third-generation family business, ASC is built on a people-first culture centered on long-term relationships with both clients and employees. Many of our team members and clients have been with us for more than 20 years. Our nearly 200 employees work from our headquarters in Margate, Florida, and our offices in Miami, North Carolina, and New Jersey. Together, we provide:

• Warm, professional call handling
• Lead intakes
• Call transfers and accurate message relay
• Live chat, SMS, and email support

Why Join ASC?

• A people-first culture that values long-term relationships and career growth
• Industry-leading training that builds expertise across multiple industries
• Career stability and advancement opportunities with a company that has thrived for 50+ years

Our Mission
To create seamless connections between businesses and their customers through tailored communication solutions that build lasting relationships and consistently exceed expectations.

About the Role

ASC is building a proactive, metrics-driven Customer Success team. As a Customer Success Specialist, you will own a book of business and be accountable for retaining, growing, and adding value to every client in it.

After a client’s first month of service, you become their main contact and trusted advisor for the life of the relationship. You will help clients in real time whenever they need you. Your top priority is building strong relationships, anticipating client needs, and growing your accounts.

This role is a good fit for a sharp, curious problem-solver who enjoys working with people and uses modern tools, including CRM, data, automation, and AI, to deliver results. You will report to our Associate Director of Business Development and work closely with Sales, Operations, Billing, and Customer Solutions.

Own And Grow Your Book of Business

• Take ownership of assigned accounts after the first 30 days of service, using a structured handoff from Sales and Onboarding and serve as each client’s main contact and trusted advisor for the life of the relationship
• Find growth opportunities tied to client goals, such as adding lead intake, appointment scheduling, live chat, SMS, or email support, covering more hours, or adding locations
• Present upgrades in a consultative way, based on what each client needs
• Meet or exceed quarterly and annual retention and expansion targets
• Find new opportunities in existing client relationships and work with Sales to close them

Retain Clients and Strengthen Loyalty

• Track client health signals such as call volume trends, service feedback, billing activity, and engagement, and act early when an account needs attention
• Lead retention conversations with clients who are unhappy or considering cancellation, and put a clear plan in place to win back their confidence
• Track churn reasons and share patterns and recommendations with leadership

Deliver and Demonstrate Value

• Hold regular check-ins and monthly/quarterly business reviews with your accounts
• Use call data, response times, and outcomes to show clients the impact and ROI of our services
  
  Recommend changes to scripts, workflows, and on-call setups that improve client results
• Introduce clients to features and services that help them get more from ASC

Work Smarter with Data, Automation, and AI

• Use our CRM, cloud platform, and reporting tools to monitor account health and prepare for every client conversation
• Use AI tools to…