Client Services Consultant

$3,588 - $5,032 USD per month

This role resolves customer questions about products and services through practical guidance and clear explanations. It sits within the customer support team and works under a customer service team lead. The consultant works with customers, support colleagues, and internal service specialists to identify problems, explain options, and keep requests moving toward resolution. This is a fully remote, desk-based position offering work from home in Ohio, United States.

The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming customer emails and service tickets in a support platform such as Freshdesk, identifying the question, requested outcome, and urgency before responding.
• Check customer contact information and previous interactions in a CRM such as Hub Spot so advice reflects the customer's situation and earlier support conversations.
• Ask focused questions to understand service difficulties, separate symptoms from causes, and identify missing information without requesting unnecessary personal details from customers.
• Consult approved product and service information to explain available options, account navigation, service features, and the next steps needed to address each issue.
• Guide customers through standard troubleshooting steps, confirm what they see, and adjust explanations when an initial approach does not resolve the reported problem.
• Record the issue, checks completed, guidance provided, and agreed next action in the service ticket so another colleague can continue the conversation accurately.
• Coordinate with internal service specialists when a request needs additional investigation, sharing relevant context and keeping the customer informed about progress and outstanding questions.
• Escalate unresolved issues, repeated service problems, or requests outside the role's authority to the customer service team lead with a concise summary.
• Follow up on open tickets when promised, check whether the proposed solution worked, and close requests only after confirming the outcome or required next step.
• Meet quality expectations through accurate guidance, appropriate turnaround, complete notes, and consistent follow-up; use feedback from ticket reviews to improve future responses.

• High school diploma or equivalent.
• No experience required; related experience helping customers, answering service questions, or resolving routine issues is preferred.
• Basic understanding of client services, customer expectations, and the difference between explaining a solution and making an unsupported promise.
• Ability to learn ticket handling, customer history review, and clear case notes using the support platform and CRM described above.
• Comfortable reading product instructions, comparing customer descriptions with available guidance, and following a step-by-step troubleshooting process.
• Clear written and spoken communication, active listening, and the ability to explain unfamiliar information in short, useful terms.
• Sound judgment when prioritizing requests, protecting customer information, and asking the team lead for help with unfamiliar situations.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based client services role, with customer support delivered through online systems.
• Structured onboarding and training on a CRM such as Hub Spot and a support platform such as Freshdesk.
• Regular check-ins with the customer service team lead to review questions, discuss feedback, and strengthen service judgment.
• Build practical skills in troubleshooting, client relations, ticket prioritization, and explaining service options to customers with different needs.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.