Client Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive and document client escalations via various communication methods including phone, email, and chat.

• Investigate and evaluate the nature and severity of each escalation.

• Collaborate with team members and relevant departments to collect necessary information for issue resolution.

• Work closely with clients to understand their concerns and expectations to achieve a resolution.

• Identify and implement suitable solutions or escalate complex issues to higher-level support or management when necessary.

• Ensure timely resolution of client escalations while upholding a high level of professionalism and courtesy.

• Keep clients updated on the status of their escalations and anticipated resolution timelines.

• Provide clear and concise updates, making sure clients feel acknowledged and appreciated throughout the process.

• Serve as a point of contact for clients, addressing their questions and additional inquiries.

• Proactively identify opportunities to enhance client satisfaction and loyalty.

• Offer feedback and suggestions to the management team for process enhancements and service improvements.

⛳️ Requirements

• A minimum of an Associate’s degree in Business Administration, Communications, or a related field, or an equivalent combination of education and experience.

• Previous experience in customer service or client support is preferred.

• Exceptional written and verbal communication skills, focusing on delivering professional status updates, escalation outlines, and service disruption announcements to diverse audiences such as clients, onsite staff, operations, and executives.

• Strong analytical and data interpretation skills: CSS1s assess case data, SLA metrics, and volume trends to guide escalation decisions rather than merely adhering to a preset script.

• Proven ability to exercise independent judgment in ambiguous situations: Many escalations (such as Tier 3 issues) lack established precedents, necessitating an analysis of severity to determine whether to resolve directly or escalate.

• Excellent problem-solving and critical-thinking skills.

• Ability to maintain composure and professionalism in high-pressure situations.

• Strong attention to detail and organizational abilities.

• Demonstrated competence in navigating a multi-system environment using various tools and software for communication and documentation. CSS1s routinely handle Salesforce, Hiver, JotForm, and internal SOPs simultaneously, integrating information from these platforms into cohesive updates for clients.

• Ability to work effectively within a team-oriented environment.

• Experience in the multi-family industry is advantageous but not mandatory; any background in property management will be considered a plus.

🏝️ Benefits

• Competitive salary

• We recognize that life can become busy, which is why we offer the flexibility to work remotely

• Just as we value hard work, we also prioritize a healthy work-life balance with unlimited PTO

• We provide comprehensive health, dental, and vision benefits

• To help you save for the future, we offer a 401k plan for employees

• Opportunities for growth and advancement within the company

• Comprehensive training and ongoing development programs

• A supportive and collaborative team environment