Client Support Specialist

Job Description

Job Description

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:

• 1–3 years of customer service, client support, or administrative experience
• Strong verbal and written communication skills
• Excellent problem-solving and time-management abilities
• Ability to manage multiple priorities in a deadline-driven environment
• Proficiency with CRM systems, ticketing platforms, and Microsoft Office or Google Workspace
• Strong attention to detail and documentation accuracy
• Experience in real estate, franchising, or lead management environments
• Familiarity with call center operations or client support workflows
• Experience supporting multiple stakeholders with varying levels of urgency
• Ability to handle sensitive or high-stress situations calmly and professionally
• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)

Minimum Requirements:

• Serve as a primary point of contact for HomeVestors franchisees and internal stakeholders regarding client support needs
• Assist with inquiries related to homeowner leads, franchise processes, systems, and workflows
• Provide professional support via phone, email, and internal ticketing systems
• Accurately document all interactions, actions, and resolutions in CRM and internal systems
• Troubleshoot and resolve issues related to lead distribution, client communications, and process questions

• Collaborate with internal teams such as Sales, Marketing, IT, Legal, and Operations to resolve escalated issues
• Ensure compliance with HomeVestors policies, brand standards, and real estate regulations
• Follow up to confirm issues are fully resolved and franchisees are satisfied
• Identify trends or recurring issues and proactively suggest process improvements
• Maintain a high level of professionalism, empathy, and brand representation in all interactions

Core Competencies

• Customer-first mindset
• Clear and professional communication
• Accountability and follow-through
• Collaboration and teamwork
• Adaptability in a fast-paced environment

Performance Metrics May Include

• Franchisee satisfaction and feedback
• Response and resolution time metrics
• Accuracy and completeness of documentation
• Adherence to HomeVestors processes and brand standards

Work Environment

• Operates in an office or hybrid environment
• Travel for business needs