Customer Success Representative

Job Description

Customer Success Representative (Security & Life Safety) – Southampton, PA

Protecting What Matters— With Precision and Purpose

Linked Alarm is a locally trusted, rapidly growing security and life safety integrator with locations in the Philadelphia area. We specialize in commercial and residential installation and service of fire alarms, security systems, access control, CCTV, intercoms, and low-voltage infrastructure. Known for our responsive service, skilled team, and community-first approach, we’re seeking a Customer Success Representative to help us deliver an exceptional client experience— from first call to final closeout and beyond.

What You’ll Do

As a Customer Success Representative at Linked Alarm, you’ll be the voice and advocate for our customers. You’ll manage day-to-day communication, keep jobs moving, and ensure clients feel supported and informed. You’ll also support key office operations such as scheduling coordination, documentation, and billing support—helping the whole team run more smoothly and faster.

• Be the primary point of contact for customers via phone, email, and portal communication
  
• Own the customer experience from intake through completion: set expectations, provide updates, and follow through
  
• Coordinate scheduling with technicians, project managers, and dispatch to ensure timely service and job execution
  
• Create and manage service tickets/work orders and ensure accurate job notes, photos, and documentation are captured
  
• Proactively follow up on open items: proposals, approvals, deficiency repairs, inspections, closeouts, and invoices
  
• Communicate professionally with property managers, facility teams, and homeowners— keeping frustration low and trust high
  
• Support office functions, including customer onboarding, document organization, and internal coordination
  
• Track recurring needs and renewal opportunities (monitoring, inspections, preventive maintenance) and flag for the team
  
• Help ensure customers are educated on system basics, next steps, and service processes
  
• Maintain clean, accurate CRM/job records and help improve processes over time
  

What You Bring

• 2+ years in customer success, customer service, dispatch, office coordination, or project support (construction/trades a plus)
  
• Strong written and verbal communication— you can de-escalate, clarify, and drive action
  
• Organized and detail-oriented: you can juggle multiple jobs, customers, and priorities without dropping the ball
  
• Confident with software tools (CRM/field service apps, email, spreadsheets, documents)
  
• Ability to learn low-voltage/security/fire terminology and translate it into clear customer communication
  
• Professional, team-first mindset with a strong sense of urgency and follow-through
  
• Comfortable making outbound follow-up calls and owning outcomes
  

Bonus If You Have:

• Experience in security, fire alarm, access control, CCTV, low-voltage, HVAC, plumbing, or other service trades
  
• Dispatch experience for field technicians
  
• Familiarity with code-driven work (fire inspections/deficiencies) and compliance documentation
  
• Experience with Odoo (or similar ERP/CRM systems)

Why Join Linked Alarm?

• Stable & Growing Company – We’re not just a vendor. We’re a trusted local provider with strong community ties.
  
• Make an Impact – Your work directly improves how protected and supported our customers feel.
  
• High Standards, Strong Team – You’ll be backed by skilled field staff and a company that values process, professionalism, and follow-through.
  

Compensation & Benefits

• Base salary: $40,000–$55,000 (depending on experience)
  
• Bonus opportunities tied to customer satisfaction, closeouts, and team performance
  
• 401(k) with match
  
• Health insurance
  
• PTO + paid holidays
  

Schedule

• Full-time
  
• Monday to Friday, 8-hour shifts
  
• In-office in Southampton

Linked Alarm is a fast-growing, technology-driven security and life-safety company providing customized alarm, surveillance, and monitoring solutions for residential and commercial clients. We pride ourselves on quality installations, reliable service, and a strong team culture that values skilled technicians.

Linked Alarm is a fast-growing, technology-driven security and life-safety company providing customized alarm, surveillance, and monitoring solutions for residential and commercial clients. We pride ourselves on quality installations, reliable service, and a strong team culture that values skilled technicians.