Remote Client Success Associate

Thrasher Foundation Repair

Thrasher Foundation Repair is a family-owned company that has served homeowners since 1975. The company provides foundation repair, concrete repair, basement waterproofing, crawl space solutions, and related home services across multiple Midwest markets. Thrasher is committed to delivering dependable home solutions while providing customers with a professional and positive service experience.

Our team is built around collaboration, accountability, continuous improvement, and a strong commitment to customers. We believe every interaction matters and that great service starts with people who are prepared to listen, communicate clearly, and follow through.

Thrasher Foundation Repair is seeking a Remote Client Success Associate to support customers throughout their experience with our company. This position is responsible for maintaining clear communication, responding to customer questions, coordinating follow-up activities, and helping ensure that customer needs are addressed promptly and professionally.

• Serve as a primary point of contact for customers throughout designated stages of their service experience.
• Respond to customer questions and requests by phone, email, and other approved communication channels.
• Provide accurate information and help customers understand next steps in the service process.
• Follow up with customers to confirm appointments, gather information, address outstanding questions, and support timely resolution of concerns.
• Document customer interactions, updates, and follow up activities accurately in company systems.
• Coordinate with sales, service, production, scheduling, and other internal teams when customer needs require additional support.
• Monitor assigned customer requests and follow through until the appropriate action has been completed.
• Identify customer concerns and escalate issues to the appropriate team member when necessary.
• Maintain a professional, respectful, and solutions oriented approach during all customer interactions.
• Help identify recurring customer questions or service issues and communicate useful feedback to leadership.
• Maintain confidentiality when handling customer and company information.
• Meet established service, communication, documentation, and productivity expectations while working independently.
• Participate in virtual meetings, training sessions, and team activities as required.

• Previous experience in customer service, client support, account coordination, administrative support, or a related field preferred.
• Strong verbal and written communication skills.
• Ability to communicate clearly and professionally with customers from a variety of backgrounds.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks, conversations, and deadlines effectively.
• Comfortable learning and using customer relationship management systems, scheduling platforms, email, video conferencing, and other workplace technology.
• Ability to work independently while remaining connected and responsive to a remote team.
• Strong problem-solving and follow through skills.
• Professional judgment when determining when a customer issue should be escalated.
• Reliable internet connection and a suitable home workspace for conducting professional customer communications.
• Ability to maintain consistent availability during scheduled working hours.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

At Thrasher, people are an important part of how we serve our customers and continue to grow as an organization. The company emphasizes teamwork.

Thrasher Foundation Repair is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees and do not discriminate on the basis of legally protected characteristics.