Customer Success Specialist

Why Join the Peterman team? Peterman Brothers is a family owned company, founded in central Indiana. Starting out in Pete Peterman's garage in 1986, we have grown to have over 500 employees within 11 locations across Indiana, Ohio, and Kentucky! We've been on the Indy Star's Top Workplaces list seven years in a row, and here's why:

Work-Life Balance:

When our employees go home after a shift, they stay home!

Training Opportunities:

We offer multiple opportunities for certifications and training within each role. Technicians receive Peterman Way training and more. We also have a state-of-the-art training center, Top Tech Academy.

Career Progression:

Peterman Brothers makes goal-reaching a priority on a company-wide and individual level. Technicians have a progression plan, knowing exactly what to accomplish to reach their goals in career growth! As a growing company, we offer some of the best benefits in the industry. Here's some of our favorites: Top Compensation Package (hourly base pay + commission No On Call 401k w/ Company Match (up to 4%, vested from day 1) Personal Time Off (two weeks to start)

Medical Insurance:

Health, Dental, Vision, Life Voluntary Insurance Options Employee Assistance Program Employee Discount Tool Account 6 Paid Holidays with 2 additional paid floating holidays Company Vehicle and Gas Card Paid Birthday Off Bereavement Pay Company Events & Parties Advancement and Growth Opportunities And so many more! Position Summary The Customer Success Specialist is responsible for following up on unsold plumbing, electrical, and HVAC recommendations to help customers move forward with needed services. This role serves as a bridge between the customer and operations team by building trust, answering questions, overcoming objections, and helping homeowners feel confident in their decisions. The specialist works with existing customers who have already received recommendations from our technicians and focuses on improving customer experience, increasing approval rates, and recovering missed opportunities. The ideal candidate has strong phone sales experience, excellent communication skills, and the ability to build trust with customers over the phone. Industry knowledge is preferred but not required.

Pay:

$20 - $23 per hour + unlimited commission! Key Responsibilities Follow up with customers regarding unsold plumbing, electrical, and HVAC recommendations Review technician notes, estimates, and photos before customer outreach Build rapport and trust with customers through phone, text, and email communication Help customers understand recommendations and available options Overcome objections and identify barriers preventing customers from moving forward Educate customers on financing, memberships, warranties, and scheduling availability Rebook appointments and recover stalled opportunities Maintain detailed and accurate CRM notes Coordinate with technicians, dispatch, install teams, and leadership as needed Prioritize opportunities based on urgency, safety concerns, and revenue potential Deliver a high level of customer service during every interaction Qualifications Experience in phone sales, inside sales, customer retention, or appointment setting Strong communication and objection-handling skills Ability to build trust and confidence with customers over the phone Organized and detail-oriented Comfortable managing multiple follow-ups and priorities Experience using CRM systems preferred Industry experience in plumbing, electrical, HVAC, or home services preferred but not required Ability to learn basic technical concepts and communicate them clearly to customers Preferred Experience 1-3 years of related experience in sales, customer service/experience Home service industry experience Call center or service coordination experience Financing or membership sales experience Skills & Traits Strong phone presence Persuasive but customer-focused Excellent listener Confident communicator Relationship builder Self-motivated Organized and consistent Positive attitude

Team-oriented Pay:

From $20.00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Experience:

Sales:

1 year (Required)

Work Location:

In person