Position: Client Success & Customer Service Specialist

Overview

We are seeking a highly organized, customer-focused professional to support two growing home service businesses. This role combines Client Success, Customer Service, CRM Management, Scheduling, Dispatching, and Administrative Support. The ideal candidate is proactive, detail-oriented, and committed to delivering an exceptional customer experience from first contact through post-service follow-up.

Key Responsibilities

CRM & Back-Office Management

• Set up, maintain, and manage CRM systems.
• Keep customer records, service histories, and notes accurate and up to date.
• Create reminders, follow-up workflows, and service schedules.
• Ensure all client interactions and appointments are properly documented.

Customer Service & Communication

• Answer inbound calls professionally during business hours.
• Book appointments, schedule visits, and coordinate dispatching.
• Respond to customer inquiries via phone, email, and text.
• Send appointment confirmations, reminders, and technician arrival notifications.
• Process invoices and assist with payment collection.

Client Success & Follow-Up

• Re-engage inactive and past customers.
• Send service reminders, check-ins, and customer appreciation messages.
• Manage post-service follow-up communications.
• Request Google reviews and referral opportunities.
• Ensure every customer receives a consistent, high-touch experience.

Administrative & Sales Support

• Support account management through scheduling, communication, and follow-up.
• Prepare customer lists and follow-up opportunities using CRM data.
• Manage emails, calendars, and customer communications.
• Ensure no leads, appointments, or customer requests fall through the cracks.

Process & Workflow Management

• Work within CRM platforms such as Housecall Pro and similar systems.
• Coordinate with AI-powered phone answering services to ensure leads are captured and followed up promptly.
• Follow and help improve SOPs, scripts, and customer service processes.

Qualifications

• Strong customer service and phone communication skills.
• Experience with CRM systems, scheduling, dispatching, and invoicing.
• Highly organized with strong attention to detail.
• Comfortable handling multiple tasks and customer interactions simultaneously.
• Ability to work independently and take ownership of responsibilities.
• Experience in home services or service-based businesses is a plus.

What Success Looks Like

• Exceptional customer experience from first contact through follow-up.
• Accurate CRM records and organized workflows.
• Consistent lead follow-up and customer retention efforts.
• Smooth scheduling, dispatching, and administrative operations.
• Reliable execution of processes that keep customers engaged and supported.