This role is focused on delivering an exceptional client experience while driving retention and long-term customer satisfaction.

The Customer Success Specialist serves as a primary point of contact for clients, ensuring inquiries are handled promptly and professionally while supporting ongoing engagement and account health.

This position requires a highly responsive, detail-oriented professional who thrives in a fast-paced environment and is committed to delivering measurable results. The role works closely with Sales and Customer Success leadership to maintain strong retention rates and improve overall client satisfaction.

What You’ll Do

1. Respond to customer inquiries within 30 minutes and resolve issues within 24 hours whenever possible
2. Manage multiple inboxes and ensure inquiries are routed to the appropriate team members
3. Communicate with customers via email and text using CRM and ticketing systems
4. Understand the full client journey and proactively identify opportunities to improve satisfaction
5. Handle customer concerns and conflicts professionally while adhering to company policies
6. Collaborate with internal teams to resolve disputes and escalations
7. Update client account settings when portal access limitations require manual adjustments
8. Track and document all customer communications and requests accurately
9. Support monthly retention goals in partnership with Sales and Customer Success leadership
10. Escalate high-priority issues promptly and communicate key updates to leadership
11. Contribute to the development of metrics to track customer satisfaction and brand perception

Qualifications

1. 2+ years of experience in customer success or customer-facing roles
2. Strong track record of improving client satisfaction and retention
3. Excellent written and verbal communication skills
4. Ability to manage time effectively in a fast-paced environment
5. Strong organizational and multitasking skills
6. Self-motivated and capable of working independently
7. Comfortable handling conflict and difficult conversations professionally
8. Strong interpersonal skills with the ability to build lasting client relationships
9. Experience using CRM or ticketing systems
10. Real estate industry knowledge is a plus but not required

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