Customer Care Specialist

CSA Group•Cleveland, OH

About The Position

The Customer Care Specialist (CCS) promotes continued growth and superior customer service for new business and current customers within an assigned territory. Serves as an internal sales and customer contact for initial inquiries, quotes and service within an assigned area and to provide support. Follows-up on sales and marketing opportunities via e-mail and phone communications. Supports and promotes continued growth of new business for CSA Group TIC services.

Requirements

Post-secondary education required
2-4 years of Sales or Marketing experience
Knowledge of the safety certification industry
Computer proficiency in Word, Excel, PowerPoint, Microsoft Outlook, and database applications
Excellent verbal and written English communication skills
Excellent phone and customer service skills
Able to maintain positive contacts within all levels of the organization to exchange explain and interpret information or ideas and follow-up on client requests

Nice To Haves

Understanding of Salesforce and Workday preferred

Responsibilities

Work as a member of the Commercial Unit, reporting to a Commercial Manager and acting as a trusted partner to Sales, Technical, Operations, and Marketing teams to deliver a seamless customer experience.
Collaborate daily with New Account Managers (NAMs) , Strategic Account Managers (SAMs) , Technical Specialists, and Operations staff to support customer success and drive commercial growth across assigned accounts.
Take ownership of existing customer relationships, ensuring proactive account management, ongoing engagement, and a consistently high level of service across your portfolio.
Champion customer growth by introducing new testing, certification, and service offerings , helping customers expand their use of CSA Group services while aligning solutions to their evolving needs.
Support the sales process by providing timely, accurate preliminary information to prospective customers and existing clients, ensuring a smooth transition from inquiry to quote to service delivery.
Actively promote CSA Group services by engaging with current customers who may be using competitor laboratories or certification bodies, positioning CSA Group as a value‑added, trusted partner.
Contribute market insight and customer feedback to the Commercial Unit to help identify new business opportunities, emerging markets, and areas of strategic focus for CSA Group TIC services.
Work closely with the Sales team to support and accelerate new business growth, ensuring consistent follow‑up, coordination, and customer satisfaction throughout the sales cycle.
Partner directly with customers to deliver responsive support on inquiries, quotations, and service coordination within an assigned territory, balancing speed, accuracy, and customer care.
Proactively engage existing customers to promote CSA Group testing, certification, and Special Inspection / Field Evaluation services, while seamlessly connecting customers with internal experts when additional services are required.