Customer Support & Success Specialist - Entry Level

Position Overview

Innovative Refrigeration Systems, Inc. is seeking an energetic, results-oriented Customer Support & Success Specialist in Lyndhurst, Va. In this role you will be the primary advocate for the customer post-sale, managing onboarding, support issues, training on our products, and ensuring complete software implementation. This entry-level position offers a competitive salary and full benefits, and is designed to transition into a commissioned account manager role within 12-18 months with proper progression. We invest significantly in our employees through extensive training including vendor, cold call/email, product webinar, and general refrigeration training.

Innovative Refrigeration Systems, Inc. is a locally owned premier custom refrigeration system company dedicated to providing a one‐stop shop for our valued customers.

Key Responsibilities

• Act as the primary point of contact for customers following the sale of Innovative software.
• Manage onboarding, support, service, and full implementation of new software.
• Conduct activation webinars for newly built software instances.
• Coordinate software training sessions to increase engagement and comprehension.
• Address support tickets and follow up to ensure resolution of any issues.
• Perform quarterly health checks for all accounts.
• Collaborate with the sales team to reach out to customers quarterly, address challenges, and identify opportunities for new product implementations.
• Distribute quarterly software update messages covering recent improvements and upcoming updates.
• Oversee the customer renewal process to mitigate churn and enhance retention.
• Work with the sales team to up-sell products to the existing customer base.
• Manage new product feature requests in collaboration with sales and engineering teams.
• Serve as the first point of contact for customer feature requests, liaising with the development team.
• Collaborate with support staff to transfer customers whose needs exceed the sales department’s scope.
• Perform other tasks as assigned by management.

Required Qualifications

• Bachelor’s Degree in a business related field preferred.
• 1+ years of general sales experience preferred.
• Good phone presence and the ability to engage with customers via phone and email with professional etiquette.
• Strong computer skills including Microsoft Office Suite, internet research, and database entry. Experience with Salesforce, Hubspot, or other CRM software is a plus.
• Detail-oriented with the ability to multi-task while meeting deadlines.
• Excellent verbal and written communication skills.
• Strong problem-solving skills.
• Ability to work both independently and in a team environment with minimal supervision.
• Availability to work 45-50 hour weeks.

Benefits & Perks

• Health Insurance: Company pays 75% of the monthly premiums for employees and their families.
• Dental Insurance
• Vision Insurance
• Competitive vacation & holiday pay
• Supplemental insurance available (Aflac)
• 401(k) Retirement Plan: Company matches dollar-for-dollar up to 15%
• Short-term and Long-term disability
• Accidental death/dismemberment
• Life insurance
• Employee referral incentives
• Opportunities for advancement, professional development, training, and apprenticeship programs
• Discounts on cell phone plans, rental vehicles, and other company discounts (if applicable)
• Company-paid travel, travel time, lodging, and per diem