Client Success Specialist I

As a Client Success Specialist I (CSS1), you will play a crucial role in ensuring our clients receive exceptional service and support. You will be responsible for handling client escalations related to all Fetch services or issues stemming from service partners not having everything needed to fulfill their shift. In order to succeed in this role, the individual in this position should feel comfortable addressing concerns and finding solutions to maintain client satisfaction. This role requires excellent communication skills, attention to detail, and a commitment to delivering high-quality service. 

Standard business operations occur between 8:00 AM and 6:00 PM CST. Therefore, employee shift schedules will be subject to change based on operational requirements and rotating schedules.

What You'll Do:

• Receive and document client escalations through various communication channels (phone, email, chat).
• Investigate and assess the nature and severity of each escalation.
• Collaborate with team members and relevant departments to gather necessary information to resolve the issue.
• Work closely with clients to understand their concerns and expectations in order to reach a resolution.
• Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed.
• Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy.
• Keep clients informed about the progress of their escalations and expected resolution timelines.
• Provide clear and concise updates, ensuring clients feel heard and valued throughout the process.
• Act as a point of contact for clients, answering questions and addressing additional inquiries.
• Proactively identify opportunities to improve client satisfaction and loyalty.
• Provide feedback and suggestions to the management team for process improvements and service enhancements.

What You'll Need:

• Minimum of an Associate’s degree in Business Administration, Communications, or a related field or an equivalent combination of education and experience.
• Previous customer service or client support experience is preferred.
• Exceptional written and verbal communication abilities, with a focus on delivering professional status updates, escalation outlines, and service disruption announcements to various audiences like clients, onsite staff, operations, and executives.
• Strong analytical and data interpretation capabilities: CSS1s evaluate case data, SLA metrics, and volume trends to guide escalation choices instead of just following a set script.
• Proven independent judgment in ambiguous situations: Because many escalations (like Tier 3 issues) lack established precedents, the role requires analyzing severity to choose between direct resolution and escalation.
• Excellent problem-solving and critical-thinking abilities.
• Ability to remain calm and professional in high-pressure situations.
• Strong attention to detail and organizational skills.
• Demonstrated ability to navigate a multi-system environment using various tools and software for communication and documentation. CSS1s routinely manage Salesforce, Hiver, JotForm, and internal SOPs simultaneously, combining information from these platforms into unified updates for clients.
• Ability to work effectively in a team-oriented environment.
• Multi-family industry experience is very helpful, but not required; any experience working in property management will be seen as a bonus.

What We'll Deliver On:

• Competitive wage
• We understand life can get hectic, for that we offer the option to work remotely
• Just like we value hard work, we also value a great work-life balance with unlimited PTO
• We’ve got you covered with health, dental and vision benefits
• We want to keep time on your side, so we offer a 401k plan for employees
• Opportunities for advancement within the company
• Comprehensive training and ongoing development
• Supportive and collaborative team environment