Job Description
Position Summary
The Customer Success Specialist plays a critical role in supporting customers, internal project teams, and the Metering Services department through exceptional coordination, scheduling, and administrative execution. This role serves as a central point of contact for customer communication while ensuring that internal workflows, documentation, and project support activities are completed accurately and on time.
While this position performs a broad range of customer success and administrative duties, the primary emphasis is on scheduling, coordination, and workflow management across multiple stakeholders, departments, and projects. Success in this role requires strong organizational skills, attention to detail, clear communication, and the ability to manage competing priorities in a fast-paced operational environment.
Primary Responsibilities
- Coordinate and schedule service appointments, internal meetings, and field activities
- Act as a liaison between customers, Metering Services, Project Management, Engineering, and other internal teams
- Track status, confirm task completion, and ensure all required documentation is submitted and properly archived
- Process new requests and maintain work items in internal tracking systems
- Monitor deadlines, expirations, and recertification requirements; notify stakeholders of upcoming actions
- Ensure work orders, service requests, and documentation are complete and ready for execution
- Support urgent scheduling changes and priority updates as operational needs arise
Customer Support & Success
- Serve as a primary point of contact for scheduling inquiries via phone, email, and other communication channels
- Provide timely, professional responses to customer questions related to services, scheduling, documentation, and status updates
- Address and resolve customer issues when possible; escalate complex concerns to appropriate internal teams
- Build and maintain positive, professional relationships with customers through clear communication and follow-up
- Document customer interactions, inquiries, and resolutions in internal tracking systems
Administrative & Documentation Support
- Process and manage service request forms, workflows, and related documentation
- Create, update, and maintain records in associated database systems
- Upload, archive, and maintain completed final documentation
- Support procedure manual management and document standardization efforts
- Submit purchase requests for job hardware, supplies, and equipment
Problem Solving & Continuous Improvement
- Identify opportunities to improve scheduling, coordination, and customer support processes
- Provide feedback and recommendations to improve service efficiency and customer experience
- Stay informed on company services, policies, and procedures to better support customers and internal teams
Qualifications & Experience
- Associate's degree or higher in Business, Communications, or a related field (or equivalent combination of education and experience)
- Prior experience in customer success, administrative support, scheduling, or coordination roles preferred
- Experience in utilities, construction, engineering, or technical services environments is a plus
- Demonstrated ability to manage multiple tasks, deadlines, and priorities with strong attention to detail
- Strong written and verbal communication skills
- Proficiency in Microsoft Office Suite and comfort working in document management and tracking systems
- Ability to follow oral and written instructions and work both independently and collaboratively
Physical, Mental & Emotional Requirements
Employee may be required to sit for long periods of time using a keyboard and monitor display, travel to other locations, and occasionally lift up to 20lbs. Must be able to organize and prioritize work in accordance with deadlines, adapt behavior and work methods in response to changing conditions or challenges. Employee will be involved with sustained activity required for analysis, reasoning, and problem solving. Must be able to develop and maintain cooperative working relationships, recognize emotionally charged issues and respond appropriately, act with professionalism, and work both independently and collaboratively. Must be able to proactively encourage a work environment that encourages innovation and creative solutions and be able to develop effective working relationships with all levels of the company and outside partners.
Work Environment
The employee will primarily work in a climate-controlled office with occasional fluctuations in temperature. The employee will work at an assigned desk under artificial lighting. The employee may occasionally attend meetings and/or training outside of their assigned workstation.
Trimark is an industry leader in the movement towards a greener grid and a cleaner future. We enable a carbon-free electric power system by securely delivering control, metering, communication and revenue/performance optimization solutions for independent power producers and utilities.
Our products and services are at the forefront of generating dispatchable power from renewable plants by combining intermittent renewable resources with energy storage. Our team designs systems from concept to commissioning, including system and network architecture, software development, component assembly,technology configuration,installation, testing, certification, ongoing support, and maintenance.
We're not perfect (no one is!) If your skillset is a bit different than what we've identified but you share our passion for renewable energy and believe you can make a valuable contribution to the role we'd love to learn more about you!
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