Innovative Refrigeration Systems, Inc. is a locally-owned, premier custom refrigeration system company that provides a one-stop shop for our valued customers. We are proud to provide everything from custom designed refrigeration systems to upkeep and maintenance for our clients. Because of our continuous growth, we are looking for qualified new teammates who share our drive and vision.

We are seeking an energetic, results-oriented Customer Support & Success Representative in Lyndhurst, Va. The Customer Support & Success Representative will act as the primary advocate for ongoing wellbeing of the customer after the sale has been closed. This person will facilitate and manage our Software as a Service (SaaS) onboarding process, resolve any support issues that arise, work with the staff to conduct training on our SaaS products, and ensure full implementation of any software. This is an Entry-Level role that will act with autonomy to ensure that customers are fully satisfied with the product and continue to use Innovative software.

Why work for us? We can offer you a career path and training to advance your career to the next level! We offer competitive salary, full benefits, substantial retirement packages (15% dollar for dollar match!), and growth opportunities to establish a career. Simply put, we are looking to invest time and money into developing the most elite team in the refrigeration industry. If you want to be the best in the business, this position is for you!

Training: At Innovative, we invest in our employees. As a new hire for our Support & Success department, you will receive the training needed to succeed in your role. This will include: Proactive account management, training on our various software packages, product webinar training, and general refrigeration training.

Company Values:

Our company focuses on four core values: Safety, Quality, Experience and Reliability. Innovative Refrigeration Systems not only meets the needs of our customers, but exceeds their expectations. We hold ourselves to a higher standard, and pursue ever-improving quality. As a full service company our customers have come to count on our commitment to excellence in every system and service we provide.

• Safety: Our company is one of the few in the state of Virginia that is OSHA SHARP certified which means we are a model for workplace health and safety. The safety of our employees is a top priority for us.
• Quality: We settle for only the best, and our customers know when they work with us that they are getting the best-in-class products and services.
• Experience: We focus on ensuring our staff have the experience necessary to thrive in their career. We do this by offering apprenticeship opportunities, our self-guided STAR training program, and by placing a heavy focus on internal training.
• Reliability: High quality product from the start is critical in sustaining long-lasting relationships with our customers. From design, to construction, and continuing into service and aftermarket support, our team offers unbeatable full life-cycle refrigeration expertise.

Key Duties:

• Act as primary point of contact for customers following sales of Innovative SaaS products
• Conduct activation webinars for new customer accounts
• Actively coordinate software training sessions to increase engagement and comprehension
• Address any support tickets for customers and follow-up to ensure problems are resolved
• Conduct ongoing health checks for all accounts
  • Conduct quarterly outreach to increase customer engagement and uncover new opportunities for the Sales and Engineering teams
  • Work with various teams to contact customers requiring assistance or guidance maintaining their account
• Work with sales team to up-sell additional products to existing customer base
• Manage new product feature requests with sales and engineering teams
  • This role will be customer facing and will be the first person to know of feature requests as they arise. Customer success will be uniquely equipped to manage feature requests as they come in and partner with the development team.
• Collaborate with other internal teams to assist customers whose needs extend beyond the support department
• Other tasks as assigned by management

Requirements:

• 2+ years of general customer service experience preferred.
• Good phone presence and ability to engage with customers over phone and through email. Professional email etiquette is a must.
• Strong computer skills to include Microsoft Office Suite, internet research, and database entry. Knowledge of Salesforce, Hubspot, other CRM, or helpdesk software is a plus.
• Detail-oriented with the ability to multi-task
• Excellent verbal and written communication skills
• Strong problem solving skills
• Deadline driven
• Must be able to work in a team environment but also independently with little supervision

Benefits:

• Retirement plan; company matches dollar for dollar up to 15%
• Health insurance; company pays 75% of the premiums for employee/family
• Dental insurance
• Vision insurance
• Weekly pay
• Competitive vacation & holiday pay
• Supplemental insurance available (Aflac)
• Short-term & long-term disability coverage
• Accidental death/dismemberment coverage after one year of employment
• Life insurance coverage after one year of employment
• Employee referral incentives
• Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
• Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions