Client Services & Customer Support, Billings, Montana
Full-Time, different shifts inside of Monday-Saturday
WHO WE ARE
At Clark Marten Photography, we believe portraits are about far more than photographs. They are about belonging. Connection. The people we love most.
For more than 40 years, families throughout our region have trusted us to create heirloom artwork that celebrates togetherness and preserves what matters most. Every portrait hanging in a home represents a story, a relationship, and a moment worth remembering.
That means our responsibility to our clients doesn't end when the photographs are taken.
We care about the entire experience.
We are looking for someone who genuinely enjoys taking care of people, solving problems, keeping promises, and making sure things get done with integrity.
Someone who listens...learns...respects...and absorbs new systems and adds to the team's supportive culture at the same time.
You don't have to personally have every answer. But you should have the initiative to find the answer, communicate it clearly, follow through, and make sure the issue is documented and resolved correctly.
We believe hospitality isn't reserved for luxury hotels and restaurants. It can happen over a phone call, an email, a text message, a proactive update, or simply remembering something important to a client before they have to ask.
If you naturally take ownership, notice details, enjoy talking with people, stay organized, and get satisfaction from leaving things better than you found them, we'd love to meet you.
WHAT YOU'LL OWN
As a Client Services & Customer Support Coordinator, you are the central communication hub and will own many of the details that happen before and after a client enters the Clark Marten Photography experience.
You'll often be the person clients turn to when they have a question, need an update, need something changed, or simply need reassurance that everything is on track.
Your job is not just to respond.
Your job is to see things through.
You'll be responsible for:
- Answering incoming client phone calls, emails, and text messages warmly and professionally.
- Becoming highly proficient in our studio CRM so you can quickly locate information, understand a client's history, and find answers.
- Taking ownership of client questions and concerns from the first contact through resolution.
- Providing proactive updates regarding portrait orders, payment plans, timelines, appointments, shipping, and next steps.
- Following up without needing someone else to remind you.
- Rescheduling appointments with empathy for the client while also protecting the efficiency and productivity of the studio calendar.
- Solving client concerns calmly, thoughtfully, and professionally.
- Turning difficult situations into opportunities to create trust and loyalty.
- Coordinating with photography, sales, production, and other departments when solving a client's issue — and staying with it until the loop is closed.
- Maintaining clear, accurate, and thorough client records.
- Protecting confidential client information with professionalism and discretion.
- Following established systems, workflows, and checklists while recognizing when something needs additional attention.
- Catching details before they become problems.
- Keeping commitments and making sure clients never have to wonder, "Whatever happened with that?"
- Looking for practical ways to make the client experience and our internal processes better.
THE OWNERSHIP MINDSET WE'RE LOOKING FOR
This position is a particularly good fit for someone who naturally thinks:
"If it comes to me, I own making sure something happens with it."
That doesn't mean doing everything yourself.
It means you don't pass a problem along and forget about it.
You communicate. You follow up. You confirm. You close the loop.
You might be a great fit if:
- You genuinely enjoy helping and talking with people.
- You take ownership rather than making excuses.
- You don't need constant reminders to finish what you started.
- You are naturally curious and willing to investigate when you don't immediately know the answer.
- You understand the need for everyone to follow the same systems and processes
- You stay calm when someone else is frustrated.
- You can be empathetic without becoming rattled.
- You notice details other people miss.
- You thrive on organization, but can adapt when the day doesn't go according to plan.
- You can keep track of multiple conversations, commitments, and follow-ups at once.
- You communicate warmly, confidently, and professionally.
- You are comfortable picking up the phone instead of hiding behind email.
- You enjoy solving problems rather than simply reporting them.
- You care about doing something correctly, not merely checking it off a list.
- You take pride in being someone other people can count on.
- You understand that "I thought someone else was handling it" isn't an acceptable answer.
- You believe trust is earned through consistency, communication, and follow-through.
You probably won't enjoy this role if:
- You prefer being given a task list and waiting for instructions on what to do next.
- You frequently need reminders to follow up.
- You tend to hand off problems without checking whether they were ultimately resolved.
- You dislike talking with upset customers on the phone.
- You become easily overwhelmed when several things need attention at once.
- You struggle with organization, deadlines, or keeping commitments.
- You avoid uncomfortable conversations.
- You dislike systems, processes, or checklists.
- You are looking for a role where simply completing assigned tasks is enough.
This is a position for someone who enjoys being trusted with responsibility.
EXPERIENCE WE'RE LOOKING FOR
We care more about how you work than having one particular background.
Experience in any of the following can translate especially well:
- Hospitality
- Concierge or guest services
- Medical or dental offices
- High-end retail
- Customer service
- Client services
- Front desk or reception
- Administrative support
- Professional service businesses
Must-have qualifications include:
- 3+ years of experience in a customer-facing role.
- Excellent verbal and written communication skills.
- Strong organizational and time-management skills.
- Comfort learning and navigating software and CRM systems.
- Experience handling confidential or sensitive information professionally.
- The ability to prioritize multiple responsibilities while maintaining excellent follow-through.
Hospitality experience is a major plus.
We're especially interested in people who have worked somewhere where the expectation wasn't simply to provide customer service — it was to create an exceptional customer experience.
WHAT SUCCESS LOOKS LIKE
Success in this position isn't measured simply by how many calls you answer or emails you send.
It's measured by what happens because you were there.
Clients know what's happening.
Questions don't sit unanswered.
Follow-ups actually happen.
Problems get solved.
Promises are kept.
Appointments are handled thoughtfully.
Orders keep moving.
Details don't fall through the cracks.
Other departments have the information they need.
A frustrated client becomes a reassured client.
And clients walk away feeling:
"They really took care of me."
That's the standard.
Compensation & Benefits
- $20–$35 per hour, depending on experience and demonstrated ability.
- Paid training.
- 401(k) plan with company matching.
- Paid time off.
- Employee discounts and savings.
- Opportunity to expand your skills, knowledge, and responsibility as you demonstrate mastery of the position.
- A team environment built around our core values of Truth, Integrity, and Excellence.
--- OUT APPLICATION DETAILS ---
Attention to detail and ownership matter tremendously in this position. To be considered for an interview, you must answer the pre-qualifying questions.
Process is as follows:
- We review applications with pre-qualifying questions
- First Round Interviews (virtually 15 minutes)
- Second Round Interview (virtually 30 minutes)
- Third Round Interviews (in person 60 minutes)
- Follow-Up Interview if needed
If you're looking for a position where you're trusted to think, act, solve problems, and take ownership— and where the little things you do every day have a meaningful impact on both clients and your coworkers — we'd love to hear from you.
At Clark Marten Photography, details matter.
Promises matter.
People matter.
And we are looking for someone who takes genuine pride in being the person others can count on.
Pay: $20.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Paid time off
Application Question(s):
- 1. What qualifies you most for this position?
Why should we choose you over another? What background experience makes you the most qualifies?
- 2. Tell us about a time you turned an upset customer into a loyal fan.
What happened? What did you do? What was the outcome?
- 3. Tell us about a problem that wasn't your fault — but you took responsibility for solving anyway.
What happened? Why did you decide to take ownership of it? What did you do? What was the result?
- 4. Tell us about something you noticed and handled before anyone asked you to.
What did you notice? What made you act? What happened?
- 5. What are you most proud of accomplishing in the last 12 months?
We're less interested in what the accomplishment was and more interested in why it matters to you.
- 6. What is your 5-year goal?
Work, life, living, accomplishments, location?
Work Location: In person
