Flexible Senior Customer Success Manager Jobs in Rio Rancho, NM

At TLC Plumbing Heating Cooling Electrical, we take pride in being an award-winning company built on a foundation of excellence and innovation. Our life-changing culture fosters growth, collaboration, and success, making us a sought-after workplace for experienced professionals looking to elevate their careers.

Our mission is simple yet powerful: to provide a stable and supportive work environment while earning the respect of our peers and industry leaders. We achieve this by staying true to our core values-honesty, hard work, respect, compassion, and consistency-which guide everything we do.

Job Summary

We are seeking a friendly, organized, and customer-focused Customer Success Specialist to create an exceptional experience for homeowners following the installation of their HVAC, plumbing, or electrical systems.

This isn't a traditional customer service position. You'll serve as a trusted advisor and primary point of contact after installation, helping customers feel confident in their new equipment, understand how to properly care for it, and get the most value from their relationship with TLC.

The ideal candidate is warm and personable, an excellent communicator, highly organized, and committed to following through. You'll interact with customers both in their homes and over the phone, so we're looking for someone who genuinely enjoys working with people and creating memorable customer experiences.

Full-Time | Monday-Friday, 10:00 AM-7:00 PM

Job Requirements 

• Conduct in-person and telephone follow-ups with homeowners after HVAC system installations.
• Own the post-installation customer handoff and ensure customers have the education, resources, and support they need.
• Educate homeowners on system operation, preventative maintenance, recommended service schedules, warranties, safety, efficiency, and equipment care.
• Identify customer questions or concerns and coordinate with internal teams to resolve issues before they become larger problems.
• Introduce and educate customers on TLC's Preventive Maintenance Program (PMP) and other loyalty membership benefits.
• Serve as the customer's primary point of contact during PMP onboarding, including helping schedule initial maintenance visits.
• Complete equipment and warranty registrations and maintain accurate customer and equipment documentation.
• Build long-term customer relationships through active listening, clear communication, and consistent follow-through.
• Help create customer experiences that encourage positive reviews, referrals, loyalty, and continued relationships with TLC.
• Connect customers with other TLC services or TLC-branded companies when appropriate.
• Communicate recurring customer feedback and opportunities to Installation, Service, Dispatch, Membership, and leadership teams.
• Perform other duties as assigned.

Qualifications

• Excellent customer service and relationship-building skills.
• Strong verbal and written communication skills.
• A warm, professional, and confident personality.
• Excellent active listening skills and the ability to understand customer concerns.
• Strong organization, time management, and follow-through.
• Excellent attention to detail and documentation accuracy.
• Ability to take ownership of the customer experience from beginning to end.
• Ability to remain calm and professional when handling customer concerns.
• Ability to work independently while also collaborating with multiple departments.
• Comfortable using service management software, phone systems, email, and basic computer programs.
• Ability to learn HVAC, plumbing, and electrical terminology and explain information to homeowners in an easy-to-understand way.
• Minimum 5 years of licensed driving experience, with the ability to meet company's motor vehicle record and insurance eligibility requirements.

Salary 

$18.00 - $25.00 Hourly 

Why choose us?

• Comprehensive Benefits: Enjoy Medical, Dental, and Vision insurance, along with voluntary benefits that cater to your personal and family needs.
• Secure your future with our retirement plan and company-provided life insurance policy.
• Career Growth Opportunities: Experience unparalleled professional development in an empowering culture that values your growth and potential.
• Great Work Culture: Be part of an empowering and collaborative community.