Client Solutions Advocate

Job Description

Job Description

Benefits:

• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources
• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance

If you're the kind of person who stays calm when a homeowner is having one of the worst days of their life—and you're great at making people feel heard, informed, and taken care of—but you're tired of customer service roles where you're expected only to answer the phone and pass problems along, keep reading.

Who This Is For

• You're an excellent communicator—verbally and in writing—and you're also a strong, active listener.
• You can make stressed, frustrated, or overwhelmed clients feel heard and understood.
• You're proactive—you don't wait for a client to call wondering what's happening.
• You stay organized and can track multiple clients, projects, and follow-ups without letting things fall through the cracks.
• You're solution-oriented and would rather bring someone a fix than just an apology.
• You take ownership and follow through instead of saying, "That's not my job."
• You're tech-savvy and comfortable learning new systems and tools.
• You stay calm under pressure, even when you're helping someone dealing with a flood, fire, or damage to their home.
• Experience in customer service, home services, restoration, construction, or another trade-related environment is helpful, but not required. We're more interested in your ability to communicate, learn, and take care of clients.

What This Role Really Looks Like

• This is a full-time Client Solutions Advocate role with United Water Restoration Group, paying $23–$28 per hour. 
• You'll often be one of the first people a homeowner speaks with when they're dealing with an emergency. Your job is to bring calm to the situation, understand what they need, explain what happens next, and make sure the right people on our team are brought in.
• From there, you'll help ensure clients stay informed throughout their experience instead of having to call us asking for updates.

Role Responsibilities

• Respond to new clients and emergency calls with empathy, urgency, and professionalism.
• Listen carefully to understand the client's situation and clearly explain what happens next.
• Help coordinate the appropriate team member to respond to the property when needed.
• Proactively follow up with clients throughout their experience so they aren't left wondering about the status of their project.
• Review project notes and documentation so you can provide clients with accurate updates.
• Help ensure internal teams are keeping project notes and documentation current.
• Follow up after appointments or site visits to understand whether the client is ready to move forward and what additional support they may need.
• If a client chooses not to move forward with us, respectfully learn why and share that feedback with the team so we can continue improving.
• Help resolve client concerns before they escalate.
• Coordinate communication between clients and the appropriate Operations, Production, Claims, Finance, or field team members.
• Keep each client's story straight so they don't have to repeatedly explain their situation to different people.
• Follow up with clients after their project is completed and request feedback and Google reviews.

What You Get Here (That You Don't Get Everywhere Else)

• A role where the client experience isn't an afterthought—it's yours to own.
• The opportunity to be proactive with clients instead of simply reacting when they call.
• Clear expectations and measurable goals, so you know what great performance looks like.
• The opportunity to work closely with Production, Claims, Operations, Finance, and the field team instead of operating in a silo.
• A team that values solutions, collaboration, accountability, and resilience.
• The opportunity to make a real difference for homeowners during some of their most stressful moments.
• A growth path toward Client Experience Manager/Sales Leader or broader Operations Support responsibilities.

Must Haves

• Excellent verbal and written communication skills.
• Strong listening and active-listening skills.
• Highly organized with consistent follow-through.
• Comfortable communicating with clients who may be stressed, frustrated, or dealing with an emergency.
• Able to remain calm, empathetic, and professional under pressure.
• Able to take ownership of client concerns and help move them toward resolution.
• Proactive, solution-oriented, accountable, and resilient.
• Comfortable coordinating and communicating across multiple teams.
• Tech-savvy, trainable, and comfortable learning new systems and tools.
• Able to work in person in Islandia, NY.
• Flexibility to support client needs when situations require attention outside typical business hours.

You'll be working with people during stressful and uncertain situations. You won't be expected to make technical restoration decisions or solve every problem yourself. But you will be expected to take ownership of the client experience, communicate clearly, follow through, and make sure the right people are brought in when needed.

If you're the kind of person who takes ownership, follows through, and ensures clients never have to wonder what's happening with their project, we want to hear from you.

Apply today and help ensure every client feels informed, supported, and taken care of—from their first call through the completion of their project.