Client Success Specialist

Description

Client Success Specialist – Hiring Immediately | $17.50-$22.00/hr. | Aquaman Pools | Ambiance | Pool Doctors | Patriot Pool

Be the voice customers trust. Keep the branch moving. Make every interaction count.

Certus Home Services is hiring Client Success Specialists who know that great service starts with great communication. You'll be a key point of contact for our customers while supporting the day-to-day operations of the branch, answering questions, coordinating service needs, supporting billing and payments, and partnering closely with our Service and Repair teams. If you're organized, customer-focused, and thrive in a fast-paced environment where no two days are exactly the same, this could be a great fit.

• Competitive Pay: $17.50-$22.00/hour, based on experience and qualifications.
• A Role That Matters:
  You'll directly impact customer retention, branch efficiency, revenue, and the overall customer experience.
• Benefits That Support You:
  Medical, dental, vision, life insurance, company-paid disability, 401(k) with employer matching, and paid time off.
• Company-Provided Resources:
  We provide the equipment, systems, and tools you need to be successful in your role.
• A Career, Not a Ceiling:
  Build experience across customer service, operations, billing, sales support, and branch administration with opportunities to grow.
• A Growing Organization:
  Join a fast-paced home-services company where dependable people and strong customer relationships make a visible difference.

• Provide friendly, timely customer service while supporting front-desk responsibilities, call triage, and switchboard needs.
• Create quotes and invoices, process payments and deposits, update autopay information, track lead sources, and maintain accurate customer files.
• Answer billing questions and help customers understand their accounts, services, and next steps.
• Support product and service sales in partnership with Service and Repair teams.
• Assist with collection calls and emails while maintaining a professional, customer-focused approach.
• Coordinate customer follow-up and issue resolution with operational teams so commitments are completed without avoidable delays.
• Manage multiple priorities with accuracy, urgency, organization, and strong follow-through.

Great Client Success Specialists make it easy for customers and teams to get what they need:

• Customer inquiries and assigned follow-up are handled promptly, with time-sensitive issues escalated quickly.
• Customer files, invoices, quotes, payment information, deposits, lead-source data, and account updates are accurate and require minimal rework.
• Routine billing and service concerns are resolved professionally with minimal escalation or repeat contact.
• Invoicing, payments, quotes, collections support, and operational follow-up are completed consistently and on time.
• Customer commitments and internal follow-up are clearly communicated and completed without avoidable delays.

You'll work closely with branch leadership, Service and Repair teams, and other operational partners. This role sits at the center of the customer experience, strong communication, teamwork, and follow-through matter. You'll have the opportunity to build relationships across the branch while becoming a trusted resource for both customers and teammates.

What You'll Bring

• High school diploma/GED or equivalent experience.
• At least 1 year of experience in an office environment, including customer-facing or administrative responsibilities.
• Proficiency with Microsoft Office and the ability to quickly learn company software and mobile applications.
• Strong customer-service and communication skills, including the ability to handle difficult situations professionally.
• Excellent organization, attention to detail, judgment, urgency, and the ability to manage multiple priorities independently.
• A collaborative, dependable, proactive approach with strong follow-through.

Preferred: Previous service-industry experience; familiarity with pool service terminology or equipment; experience working in a fast-paced, highly cross-functional organization.