Customer Service Representative

Overview

Tom Ferry is the #1 coaching company in real estate, dedicated to elevating industry standards through coaching, relationships, and a people-first culture. Our team is driven by collaboration, service, and excellence, and we’re passionate about helping our clients achieve lasting success. If you thrive in a fast-paced environment where relationships matter and impact is real, you’ll feel right at home here.

We are seeking a relationship-driven Success Ambassador who is passionate about client engagement, retention, and long-term success. You will serve as the primary point of contact for clients, partnering closely with both clients and contracted Coaches to ensure a seamless, supportive coaching experience. Success Ambassadors build trust, advocate for client needs, and play a critical role in maintaining strong program engagement.

This position requires excellent communication skills, emotional intelligence, organization, and the ability to balance multiple priorities while delivering an exceptional client experience.

• Client Relationship Management & Retention
• Build strong, positive client relationships through timely, professional communication via phone, text, and email.
• Serve as a trusted advocate for clients, identifying needs and escalating concerns when appropriate.
• Conduct regular client check-ins, monitor daily reports, and maintain overall account health.
• Partner with Coaches and clients to understand challenges, prevent churn, and apply retention strategies when needed.
• Manage client renewals and coordinate with Contract Care for processing.

• Coach Collaboration & Program Coordination
• Conduct monthly coaching connection sessions with assigned Coaches.
• Track coaching sessions and maintain accurate client and Coach records.
• Support client requests related to coach transfers, account holds, and cancellations.
• Document all program exits and provide feedback to Client Care for continuous improvement.

• Operational Excellence & Team Collaboration
• Manage a full client load while prioritizing daily tasks, cases, calls, and messages.
• Maintain accurate and detailed records within Salesforce and internal systems.
• Contribute ideas and recommendations during team meetings to improve processes and client experience.
• Collaborate proactively with fellow Success Ambassadors to support team success.
• Attend and support company-sponsored seminars and events as needed.

• A relationship-focused professional with strong emotional intelligence and empathy.
• Highly organized, detail-oriented, and dependable with excellent follow-through.
• Comfortable navigating difficult conversations while maintaining professionalism and composure.
• A proactive problem-solver who can balance client advocacy with company policy.
• Confident working independently while also thriving in a collaborative team environment.

• One of the following:
  • Associate degree (2-year)
  • Specialized certification or licensing
  • Completion of relevant training programs
  • Equivalent job-specific experience or apprenticeship
• 3–5 years of experience in a similar client-facing, retention, or account management role.

• Experience using CRM systems (Salesforce preferred).
• Strong working knowledge of Microsoft Office, including Excel.
• Familiarity with social networking platforms such as Facebook.
• Excellent written and verbal communication skills.

• Works with limited supervision under established procedures and policies.
• Handles moderately complex situations by referencing precedent and applying sound judgment.
• Maintains accuracy and professionalism while managing shifting priorities and deadlines.

• Frequent interaction with clients, Coaches, and internal teams.
• Skilled in motivating, influencing, and building trust-based relationships.
• Exercises diplomacy, discretion, and confidentiality at all times.

This is a sedentary role requiring sitting, reaching, talking, hearing, and visual acuity. Occasional lifting of up to 25 lbs. Stand-up desks are available upon request.

• Well-lit, climate-controlled office environment.
• Business casual attire.
• Office atmosphere may be lively and fast-paced.

Minimal (less than 5%). Occasional overnight travel may be required to support company events.