A Sales Support Specialist works as part of a sales team to provide support to sales representatives and assist with customer service. Manages data used by a sales team. Reviews orders and customer requests, and works to resolve customer issues related to sales. May research and develop leads for sales.
The Customer Success Specialist is the front line of the customer experience at Integrity Surfaces and a versatile utility player across the office. This role owns walk-in and showroom customer support, manages the high volume of incoming phone calls, coordinates template and installation scheduling, and provides overflow support for quoting, invoicing, and administrative work. By absorbing the customer-facing interruptions that currently pull the Office and Operations Manager and Estimator away from their core work, this role protects the productivity of the entire office. Success requires strong technology skills, the ability to learn quickly across multiple systems and roles, and a genuine, professional way with customers.
ROLE OVERVIEW
The Customer Success Specialist owns the following areas of responsibility: Showroom and walk-in customer support including guiding customers through selections and protecting the Office and Operations Manager from routine front-desk coverage Phone and customer communication including handling the daily call volume and resolving common questions directly using Action Flow Template and installation scheduling including confirming appointments the day before and coordinating timing across the field teams and customers Overflow quoting and post-template support including cross-training across office functions to serve as a capable fill-in when coverage is needed New hire and compliance coordination including scheduling drug screens and supporting onboarding as needed by the Office and Operations Manager
REQUIREMENTS
Education and Experience High school diploma or GED required; associate or bachelor's degree preferred 2 or more years of customer service, administrative, or office coordination experience required Experience in construction, home services, countertops, or a related industry preferred; general industry knowledge helps this role answer customer questions independently Experience with job management software, CRM systems, or scheduling tools preferred; experience with Action Flow Experience supporting quoting, estimating, or invoicing functions preferred Skills and Qualifications Highly tech-savvy and a fast learner with the ability to become proficient across multiple systems and roles; this position is the office fill-in and needs to understand how the whole operation works Warm, professional, and sociable with customers in person and on the phone, with the ability to represent Integrity Surfaces well in every interaction Strong organizational skills for managing scheduling, confirmations, and coordination across multiple teams without letting details slip Ability to resolve customer questions independently by looking up accurate information rather than routing every question to someone else Comfort switching between customer-facing work and focused back-office tasks throughout the day without losing accuracy Clear written communication for appointment confirmations, customer follow-up, and internal coordination Reliability and initiative to build reference tools, learn new functions, and take work off the plates of the Office and Operations Manager and Estimator Physical Requirements Ability to work at a desk and computer for extended periods throughout the workday Ability to move around the showroom and warehouse to assist customers with material selections, including repositioning samples and slabs as needed Ability to work on-site at the Fort Wayne facility during regular business hours Join us as a Customer Success Specialist where your enthusiasm fuels success stories! Bring your relationship management expertise, technical savvy, and passion for delivering outstanding client experiences to a vibrant team dedicated to growth and innovation.
