Client Relations Specialist

Job Category:

Modernize Home Services is looking for a driven, and confident Client Relations Specialist to help drive success & growth for our customers within our fast-growing and dynamic support team, Client Relations.

This is not just a customer support role; you are responsible for strategically managing relationships with the owners and key stakeholders of our regional market of home improvement companies that generate up to $6M gross revenue per year for their respective organizations. You will work collaboratively with the entirety of the Client Relations team to support and strategically scale our services to a shared portfolio of 150-175 active clients, as well as onboard new clients as they are signed by our sales team.

You will serve as a subject matter expert on Modernizes’ digital marketing and lead generation solutions consulting with our clients to develop ways to maximize desired goals, ensure ROI, and create high customer satisfaction.

This role is perfect for someone who has excellent communication skills, attention to detail, self-motivation, and the flexibility to work with a diverse range of clients and thrives in a dynamic and fast paced work environment.

Responsibilities

Onboard Newly Signed Clients

• Complete set-up of the new client leads campaigns.
• Prepare onboarding call presentation decks.
• Complete onboarding call with the client via Zoom.
• Completed additional campaign set up tasks and set client’s campaign live within 5-day goal.

Client Support. Cases

• Self-assign and work client support cases from the Client Relations email queue or inbound client calls daily.
• Complete client support cases adhering to 24 and 48 business hour SLA response time.
• Effectively communicate with the client via email and phone following client support best practices and metrics.
• Document in detail each client communication touchpoint and case resolution in Salesforce.
• Create and follow up on any internal tickets needed to complete the client’s request.
• Ensure that all client email cases and voicemails are assigned and addressed daily.
• Adhere to client support best practices responding immediately to escalated client issues by contacting the client via phone call.

Outstanding Balance/Collections

• Work with our Accounts Receivables team to call on client accounts daily that have fallen into an outstanding balance to collect past due balances, update the client’s payment method if necessary, and reactivate lead campaign services.
• Document in detail each client communication touchpoint and outstanding balance case resolution in Salesforce.

Client Growth and Winback

• Identify and work with existing clients to grow their overall campaign budget by strategically advising clients of opportunities in terms of growth, budget, additional trades, and territory.
• Work with the Client Relations team to collectively identify clients that are in danger of hitting monthly budget caps early or are not meeting monthly lead fill rate and pitch the client solutions to increase budget or expand their campaign.
• Contact clients that have canceled within the past six months who are candidates to be reactivated and restart services.

Health Check Calls

• Perform monthly Health Check Calls to assess and gauge the client status and address any concerns that the client may not have requested assistance previously from the Client Relations Team.
• Health Check Calls are self-assigned monthly and are required to be completed by the end of each month.

Retention

• Manage clients who are requesting to cancel services by following outlined retention guidelines to build value in Modernize services and negotiate with the client to maintain the client’s business with minimal reduction in recurring monthly revenue.

Client Escalations

• Actively take ownership of any client escalations and use client support best practices to de-escalate the client and come to a satisfactory resolution that maintains the client’s success and happiness while protecting the organization’s brand and reputation.
• Work with the client using active listening and empathy skills to re-engage the client and win them back into a resolution partnership.

Requirements

• 3+ years of client-facing support experience preferred.
• Client retention experience preferred.
• Strong data analysis and analytical skills.
• Intermediate/Strong Excel, Powerpoint, and Salesforce skills.
• Bachelor's degree preferred.
• Experience in lead generation / digital demand generation marketing is a strong plus.
• Exceptional communications skills; verbal and written.
• Strong business acumen with an ability to operate under pressure while making business-critical decisions daily.
• Proven track record of delivering a value proposition and successfully taking clients through onboarding stages to partnership maturation.
• Detail and process-oriented; an ability to effectively prioritize workload. Handle client emotion and objections in a positive, solutions-based manner.
• Ability to thrive in a dynamic work environment.

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