Customer Service Specialist

Job Description

Job Description

Job Summary

The Client Support Specialist plays an important role in helping HomeVestors franchisees operate successfully and deliver a positive experience to homeowners who contact the We Buy Ugly Houses® brand.

In this role, you will serve as a trusted resource for franchisees, helping resolve questions, navigate systems and processes, and coordinate solutions across multiple departments. You will work directly with franchise owners and internal teams including Operations, Marketing, IT, Legal, and Sales.

This is an opportunity for someone who enjoys solving problems, building relationships, and taking ownership of issues from initial contact through resolution in a fast-paced franchise and real estate environment.

What You’ll Do

• Serve as a primary point of contact and trusted resource for HomeVestors franchisees.
• Respond to franchisee questions through phone, email, CRM, and internal support systems.
• Assist franchisees with homeowner leads, operational processes, systems, and program requirements.
• Take ownership of support requests from initial contact through final resolution.
• Troubleshoot issues involving lead distribution, client communications, franchise systems, and operational processes.
• Accurately document interactions, actions, follow-up activities, and resolutions within CRM and internal systems.
• Coordinate with Operations, Marketing, IT, Legal, Sales, and other departments to resolve more complex issues.
• Follow up with franchisees to confirm issues have been resolved and identify any additional support needed.
• Help franchisees understand and follow HomeVestors policies, processes, and brand standards.
• Identify recurring questions, system issues, or process gaps and recommend opportunities to improve the franchisee experience.
• Support company initiatives designed to improve franchise engagement, operational performance, and customer service.

What We’re Looking For

• 1–3 years of experience in customer service, client support, franchise support, account management, or a related role.
• Strong verbal and written communication skills.
• Ability to build productive relationships with customers, business owners, and internal teams.
• Strong problem-solving skills and a willingness to take ownership of issues.
• Ability to prioritize multiple requests and deadlines in a fast-moving environment.
• Strong attention to detail and accurate documentation.
• Ability to remain professional and solution-focused when handling difficult or time-sensitive situations.
• Comfortable learning and working in CRM, ticketing, and other business systems.
• High school diploma or equivalent.

Preferred Experience

Experience in any of the following is helpful but not required:

• Franchising
• Real estate
• Lead management
• Account management
• Call center or customer support operations
• CRM or case-management platforms
• Microsoft Office or Google Workspace

Core Competencies

• Franchisee Focus — Understands the importance of supporting franchise owners and helping them succeed.
• Ownership & Accountability — Takes responsibility for requests and follows through until resolution.
• Communication — Communicates clearly, professionally, and appropriately with different audiences.
• Problem Solving — Investigates issues, identifies solutions, and knows when to escalate.
• Collaboration — Works effectively across departments to resolve issues.
• Organization — Manages competing priorities while maintaining accurate documentation.
• Adaptability — Remains effective as priorities, systems, and business needs change.

How Success Is Measured

Success in this role may include:

• Franchisee satisfaction and feedback
• Timeliness of initial response
• Case and issue resolution time
• Percentage of assigned franchisees contacted and supported
• Quality and completeness of CRM documentation
• Follow-through on open issues and escalations
• Compliance with HomeVestors processes and brand standards
• Contribution to improved support processes and franchisee experience

Work Environment

• Office or hybrid work environment.
• Regular interaction with franchise owners and teams across the HomeVestors organization.
• Occasional travel may be required for company meetings, training, or franchise events.