Customer Success Specialist II

AVGear • Paradise, NV

5d • $17 - $19 • Onsite

About The Position

The Customer Success Specialist II is the second tier of AVGear’s customer and client support structure, responsible for resolving escalated customer and client issues that extend beyond first-line support while proactively strengthening AVGear’s existing client relationships. Sitting between Tier 1 support and the Customer Success function, this role owns escalations, provides supplementary support throughout the sales cycle, and serves as the customer-facing coordinator for inbound and outbound shipping logistics.
This is a customer-facing, systems-driven role that requires strong communication, sound judgment, and the ability to contribute across departments as operational needs require. The ideal candidate is resourceful and self-directed — able to interpret a customer’s need, including technical questions about equipment, swaps, and packaging, and resolve it with minimal oversight.
This role is well-suited for someone who brings strong customer-service instincts and organizational discipline, stays calm and accurate under high-volume conditions such as auction season, and takes pride in being the steady point of contact between AVGear’s customers, clients, and internal teams.

Requirements

• Self-starter who takes initiative and resolves problems with minimal supervision.
• Strong customer-service background, ideally including escalation handling or a customer-facing lead or assistant-manager role.
• Excellent written and verbal communication skills; able to interpret a customer’s need and respond clearly and professionally.
• Proficiency with computers and business software, including strong Microsoft Excel skills.
• Comfort learning and working within CRM and operational systems (HubSpot and Monday.com training provided).
• Strong organizational skills and attention to detail; able to manage multiple open items accurately and under pressure.
• Ability to stay calm, accurate, and customer-focused during high-volume periods such as auction season.
• High School Diploma or equivalent.

Nice To Haves

• Prior experience in a Tier-2, escalations, or customer success role.
• Familiarity with HubSpot, Monday.com, or comparable CRM and project-management tools.
• Experience supporting shipping or logistics coordination, quoting, or order fulfillment.
• Familiarity with professional audio/video equipment (a plus, not required).

Responsibilities

• Own and resolve customer and client issues escalated from Tier 1 support, serving as the primary escalation point so that issues are not routed into operations or logistics.
• Interpret customer inquiries — including equipment, swap, condition, and packaging questions — and respond completely and accurately without requiring step-by-step direction.
• Follow established priority and response guidelines, distinguishing repeat and established customers from new customers and handling each according to the appropriate cadence.
• Document escalations, resolutions, and recurring issues to support the development of customer service reference materials and the internal knowledge base.
• Conduct proactive (non-reactive) outreach to existing clients to keep them informed about the status of their accounts, orders, and equipment.
• Partner with the Customer Success function to strengthen relationships, anticipate client needs, and identify opportunities to add value.
• Maintain accurate and current customer records and interaction history in HubSpot.
• Provide supplementary support to Client Operations and Sales throughout the sales cycle as needed.
• Coordinate information and follow-up between customers, clients, and internal teams to keep deals moving.
• Ensure customer-facing communications are timely, professional, and consistent with AVGear’s standards.
• Serve as the customer-facing point of contact for inbound and outbound shipments, communicating and helping orchestrate pickups and deliveries.
• Take shipping quotes prepared by Logistics (via the HubSpot inbound-quote workflow and the Monday.com board), present options and costs to the customer, and route approved requests through the proper channels.
• Coordinate with Shipping & Logistics on all customer-facing matters so the logistics team can remain focused on internal execution and engage only on logistics-specific questions.
• Support auction-shipping operations, including end-of-auction customer outreach, pickup coordination, and accurate maintenance of the Monday.com board.
• Maintain confidentiality of AVGear and client business information at all times.
• Act in a professional manner in all interactions with customers, clients, team members, and management.
• Understand and follow all AVGear Policies and Procedures.
• Report to work on time, at the time(s) prescribed by management.
• Perform cross-department or additional duties as needed or assigned by supervisor or management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED