Job Summary:
The Client Support Specialist at HomeVestors plays a critical role in supporting our franchisees and ensuring a positive experience for homeowners who contact the We Buy Ugly Houses® brand. This role serves as a key liaison between franchisees, internal departments, and external clients, providing timely support, clear communication, and effective issue resolution within a fast-paced real estate environment.
Qualifications:
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1–3 years of customer service, client support, or administrative experience
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Strong verbal and written communication skills
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Excellent problem-solving and time-management abilities
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Ability to manage multiple priorities in a deadline-driven environment
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Proficiency with CRM systems, ticketing platforms, and Microsoft Office or Google Workspace
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Strong attention to detail and documentation accuracy
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Experience in real estate, franchising, or lead management environments
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Familiarity with call center operations or client support workflows
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Experience supporting multiple stakeholders with varying levels of urgency
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Ability to handle sensitive or high-stress situations calmly and professionally
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High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
Minimum Requirements:
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Serve as a primary point of contact for HomeVestors franchisees and internal stakeholders regarding client support needs
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Assist with inquiries related to homeowner leads, franchise processes, systems, and workflows
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Provide professional support via phone, email, and internal ticketing systems
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Accurately document all interactions, actions, and resolutions in CRM and internal systems
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Troubleshoot and resolve issues related to lead distribution, client communications, and process questions
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Collaborate with internal teams such as Sales, Marketing, IT, Legal, and Operations to resolve escalated issues
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Ensure compliance with HomeVestors policies, brand standards, and real estate regulations
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Follow up to confirm issues are fully resolved and franchisees are satisfied
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Identify trends or recurring issues and proactively suggest process improvements
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Maintain a high level of professionalism, empathy, and brand representation in all interactions
Core Competencies
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Customer-first mindset
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Clear and professional communication
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Accountability and follow-through
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Collaboration and teamwork
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Adaptability in a fast-paced environment
Performance Metrics May Include
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Franchisee satisfaction and feedback
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Response and resolution time metrics
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Accuracy and completeness of documentation
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Adherence to HomeVestors processes and brand standards
Work Environment
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Operates in an office or hybrid environment
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Travel for business needs
