Job Description
Position: Customer Success Coordinator II
Description:
Edo is an independent company partnering to decarbonize the electricity system for a reliable, equitable, carbon-free energy future. As a Customer Success Coordinator II, you\'ll be essential to
Active Issue Management Department 24/7/365 operations . Main duties include:
• Serving as the vertical market client primary point of contact (VM Primary).
• Identifying and creating client process improvements and optimization.
• Managing vertical market onboarding processes.
• Intake and triage of all customer inquiries (phone, email, platforms).
• Providing professional support and ensuring customer satisfaction through empathetic and positive communication.
• Ensuring operational excellence and world class service as a subject matter expert.
• Meeting internal and external KPIs.
• Participating in an on-call shift (rotation).
• Acting as SME for AIM service workflows and platforms (CMMS, etc).
• Participating and/or leading assigned vertical market business operational meetings.
This role supports special projects and continuous process improvement, delivering solutions and timely communication.
Requirements: What You Need to Succeed at Edo: • Associate or bachelor\'s degree or equivalent education/experience.
• 4+ years in Help Desk Support, Customer Success Coordination, Call Center, or Business Ops using complex software (CMMS).
• Experience supporting Microsoft technologies: Word, Excel, Outlook, Teams, SharePoint.
• Experience with presentations and internal training.
• Strong organizational, leadership, communication, and interpersonal (soft) skills.
• High-quality, accurate, and consistent customer service orientation.
• Ability to collect, analyze, and triage issues in high-pressure, deadline-oriented environments while remaining calm.
• Strong process adherence, improvement mindset, complex problem-solving, and critical thinking.
• Knowledge of mechanical, electrical, and plumbing maintenance/equipment.
• Must possess current US Work Authorization without employer-sponsored VISA support.
• Pre-employment drug/alcohol test, Immigration Reform and Control Act compliance, Confidentiality Agreement, and background/reference checks required.
Benefits: Compensation & Benefits: • Pay range: $20.00 - $26.00 per hour (hourly, non-exempt; actual pay based on knowledge/skills/experience).
• Bonus eligible.
• Full range of
medical, financial, and/or other benefits based on position offered.
• Equal opportunity employer, committed to diversity and inclusion.
• Drug-free workplace.
• Supportive of equal opportunity in hiring and employment conditions for all protected categories.
Job Tags
Hourly pay, Shift work,