Position Summary
The ideal candidate is organized, professional, customer-focused, and eager to learn. They will develop expertise in client communications, CRM management, account support, and operational coordination while helping ensure our office and field teams have the resources needed to deliver exceptional service.
Core Responsibilities
Client Communications & Lead Management
- Learn and confidently deliver company lead intake and client communication best practices.
- Professionally engage with prospective and existing clients via phone, email, and text messaging.
- Understand client needs and clearly communicate service recommendations and solutions.
- Respond promptly to client inquiries while ensuring timely follow-up.
- Build positive client relationships through professional, courteous, and service-focused communication.
CRM & Business Systems
- Develop proficiency in ServiceMinder and other company software platforms.
- Accurately enter, maintain, and update customer records and account information.
- Learn company workflows and understand how operational systems support client service and field operations.
- Maintain accurate documentation of customer interactions and account activity.
Client Onboarding & Client Success
- Support a seamless onboarding experience for new clients from initial contact through service completion.
- Assist in coordinating client communications throughout the customer journey.
- Learn and apply client retention strategies that promote long-term customer relationships.
- Help ensure every client receives consistent, proactive, and high-quality service.
Client Retention & Account Management
- Assist with account maintenance, service adjustments, and client retention efforts.
- Professionally address client concerns and support issue resolution.
- Document customer feedback and account activity accurately.
- Process account changes, cancellations, and follow-up communications in accordance with company procedures while maintaining a positive client experience.
Operations & Office Support
- Support daily office operations and administrative functions.
- Assist in organizing, maintaining, and inventorying office and field supplies.
- Prepare materials and resources needed by field technicians and office staff.
- Coordinate internal communication to help ensure efficient daily operations.
- Contribute to process improvements that enhance operational efficiency and the overall client experience.
Qualifications
- Excellent verbal and written communication skills.
- Friendly, professional, and customer-focused demeanor.
- Strong organizational skills with exceptional attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proactive mindset with a willingness to learn new systems and processes.
- Administrative, customer service, or office support experience preferred.
- Strong clerical skills, including accurate data entry and document management.
- Experience with Microsoft Office (Word, Excel, Outlook)
- Ability to work both independently and collaboratively within a team.
Bonus Qualifications
- Assist with the creation of social media content, email newsletters, and other client communications
- Familiarity with Canva or similar design platforms
Desired Characteristics
- Positive attitude and strong work ethic.
- Excellent problem-solving and critical-thinking skills.
- Adaptable and comfortable with change.
- Passion for providing outstanding customer service.
- Commitment to continuous learning and professional growth.
