Customer Success Agent (CSA)

Customer Success Agent

Be the voice that connects clients to a company preserving America's most iconic buildings.

Renaissance Historic Exteriors has spent over 30 years restoring State Capitols, historic churches, universities, private estates, and National Register landmarks across the Midwest. Our craftsmen do extraordinary work and the Customer Success Agent is the person who makes clients feel taken care of from the very first phone call to the final invoice. This is not a typical call center or customer service position. You're the front stage of a nationally recognized restoration company, representing a team that people trust with buildings they deeply care about. The relationships you build here matter and so does the role.

What You'll Do:

• Convert inbound inquiries into booked appointments
• Answer every call with a warm, confident, professional presence you set the tone for the entire client relationship.
• Quickly understand each caller's needs and communicate the value of Renaissance's services with genuine enthusiasm.
• Walk prospects through our paid assessment offerings the Magellan Roof Assessment, Service Technician visit, and Real Estate Inspection and secure the appointment.
• Schedule visits, create client folders, request roof diagrams, and send confirmation emails all with accuracy and care.
• Follow up within 24 hours after every appointment to ensure the client had a great experience.
• Maintain complete, up-to-date records in HubSpot for every prospect and client interaction.
• Keep clients informed throughout their project
• Reach out promptly once a contract is signed confirm the start date and express genuine appreciation for their trust.
• Proactively contact clients as their project date approaches, keeping them fully informed of any schedule changes.
• Coordinate with the sales team and production managers to resolve client concerns quickly and professionally.
• Ensure clients are clear on payment expectations so there are no surprises at project completion.
• Manage the Client Care Club
• Schedule and coordinate Client Care Club maintenance visits with clients and Service Technicians.
• Prepare and send completed inspection reports after each visit.
• Introduce new clients to the program and communicate its long-term value for their historic property.
• Track participation, manage invoicing, and keep all Client Care Club records current in HubSpot.
• Support, troubleshoot & build long-term relationships
• Handle client concerns with professionalism and a genuine commitment to resolution.
• Coordinate with accounting to ensure invoicing accuracy; follow up on outstanding payments per established protocols.
• Invite satisfied clients to share 5-star Google reviews, referrals, and letters of reference.
• Assist field specialists in preparing and sending proposals; support after-hours emergency coordination as needed.
• Track the sales pipeline
• Log all sales activity consistently: appointments run, proposals sent, funnel value, close ratios, and total sales.
• Maintain scorecard data so leadership has a clear picture of conversion and performance.

What We're Looking For:

• A natural communicator who is warm, professional, and genuinely enjoys helping people this role is built on relationships.
• Highly organized with the ability to manage multiple open client files and follow through without being reminded.
• Customer service or sales experience preferred you understand how to build trust and create urgency without pressure.
• Comfortable with CRM systems; HubSpot experience is a plus but not required.
• A positive, solutions-first attitude that reflects our core values: Team Player, Problem Solver, Ethical, Expert, Craftsman.
• Reliable and consistent our clients and our team count on you to show up and deliver.

Compensation & Benefits:

• Competitive hourly pay discussed during the interview process.
• Bonus program eligibility per company guidelines.
• Health Insurance after 90 days.
• Holiday Pay after 90 days.
• Paid Time Off
• 401(k) Program after one year.
• MondayFriday schedule, 8:00 AM5:00 PM consistent hours, no nights or weekends.
• A stable, growing company that has been in business since 1992 and promotes from within.

Our Purpose:

We elevate the lives of our people, utilizing expertise and craftsmanship to preserve history. Every role at Renaissance from the craftsman on a historic Capitol dome to the person who answers the phone contributes to that mission. If you're someone who takes pride in doing things right and wants to be part of a team with a legacy worth building on, we'd love to hear from you.