Job Description

Job Description

Job Description

Customer Success and Retention Specialist

Location: 1330 Enterprise Dr, West Chester, PA 19380

Pay: $20–$26 per hour | Full-Time | In-Office

At Signature HVAC and Plumbing , we've been taking care of our neighbors for more than 35 years. We believe in doing things right, treating people with respect, and building a team where what you do matters.

We're looking for a Customer Success Specialist to help make sure our customers receive the kind of service they expect from Signature. You'll be responsible for monitoring and responding to customer requests through digital channels, coordinating follow-up, supporting retention efforts, and working with our teams to make the customer experience as smooth as possible.

If you're organized, comfortable with technology, a strong communicator, and enjoy finding ways to help people, we'd like to hear from you.

What You'll Do

• Monitor and respond to customer requests through email, website forms, digital agents, and other online channels.
• Help address escalated customer concerns and make sure requests reach the right team.
• Coordinate customer outreach, including priority service calls and maintenance visits.
• Manage online appointment scheduling and customer requests through digital tools and CRM systems.
• Keep customer records and follow-up details accurate in ServiceTitan.
• Work with internal teams to help resolve customer concerns and deliver a seamless experience.
• Identify opportunities to improve the customer experience, strengthen retention, and make our digital processes work better.

What We're Looking For

• Strong written and verbal communication skills.
• Organized, dependable, and able to manage multiple requests and priorities.
• Comfortable handling a high volume of emails, chats, and digital customer inquiries.
• Comfortable learning and working with technology and CRM systems. ServiceTitan experience is a plus.
• A customer-first mindset and a professional, approachable communication style.
• Ability to work independently while being a reliable part of the team.
• High school diploma or equivalent; some college is a plus.

What You'll Get

We believe in taking care of the people who take care of our customers. When you join Signature, you'll receive:

• $20–$26 per hour
• Weekly pay every Friday
• Medical insurance with three plan options
• Dental and vision coverage
• HSA with company contribution
• Company-paid $25,000 life and AD&D insurance
• Short- and long-term disability coverage
• Voluntary life insurance options up to $300,000
• 401(k) with company match
• Generous paid time off and paid holidays
• Employee discounts on our services
• Employee referral program
• Training and opportunities to continue developing your skills

Schedule

This is a full-time, in-office position at our West Chester location. Flexibility is needed to help cover peak customer service hours.

If you're looking for a team where your work makes a difference, your ideas are welcome, and customer service is more than just answering a message, we'd love to hear from you.

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