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

Client Solutions Advocate

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 incredible communicator—verbal, written and a strong, active listener.
● You 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 the fix instead of the 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 programs.
● You stay calm under pressure.
● 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
● 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 Clients and emergency calls with empathy, urgency, and professionalism.
● Listen carefully to understand the Client's situation and clearly explain what happens next.
● Proactively follow up with Clients, before concerns escalate, throughout their project.
● Review project notes and documentation to provide Clients with accurate updates.
● Works alongside Operations to ensure the complete story of the project is being told in the job management system.
● Follow up after appointments or site visits to confirm Client is ready to move forward and what additional support they may need.
○ If a Client chooses not to move forward with us, understand why and share that feedback with Operations.
● Use the job management system to document the Client's story as well as concerns so there is no misunderstanding.
● Follow up with Clients after their project is completed to 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 and improve.
● The opportunity to strengthen our relationship with Clients by proactively communicating with them, 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 Operations, Claims, Marketing and Finance instead of operating in a silo.
● A team that values being solution-oriented, collaborative, accountability, resilience and dynamic.
● 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
● Exceptional communication skills - verbal, written and listening.
● Highly organized with consistent follow-through.
● Comfortable communicating with stressed and frustrated Clients.
● Able to remain calm, empathetic, and professional under pressure.
● Able to take ownership of Client concerns and move them toward resolution.
● Comfortable communicating across multiple teams and levels.
● Tech-savvy, trainable, and comfortable learning new systems and tools.
● 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.

This is an in-person position in Islandia, NY

Pay rate: $23-$28 per hour; commensurate with experience.