Client Support Associate

7 days ago

Tyrone, United States iGo Full time
Job DescriptionJob DescriptionSalary: $16 during training, $17 after training



Client Support Associate



The Client Support Associate (CSA) plays an important role in our growing organization.  As a start-up in the early stages of mass rollout of multiple B2B offerings within the home inspection industry, the CSA will participate in providing world class customer service and technical support to our clients, who are medium and large home inspection companies using our innovative SaaS and service solutions. This role will support our clients from 2:30-11:00 PM Eastern Time at $17/hr, bolstering support after regular business hours. Training hours during the first month would preferably be 11am-7:30pm @ $16/hr. 


The successful candidate is a genuine relationship builder, technically adept, and a constant problem-solver.  The successful candidate is self-motivated to learn, always challenging themselves to increase their technical knowledge in order to provide more single-response resolution to client requests.  He or she spends the majority of their time working directly with clients to resolve their questions and issues, and leading them toward successful use of our solutions, using Hubspot (our ticketing system), email, chat, and phone.  


Our inspection partners are the cornerstone of our business; We are seeking to delight them in every interaction.   For this reason, we are seeking a candidate who will take the utmost care in thorough reading and understanding of the clients’ questions, and who will go the extra mile to help them by anticipating their next question and finding ways to provide value above and beyond what is required.  


Duties/Responsibilities:

  • Read and respond to client questions as they are received, via email/Hubspot via chat, and via phone. 
  • Consistently craft well-written, concise, grammatically correct and personable responses to client questions. 
  • Exercise good judgment regarding when the phone is the best option for understanding a complex question, or to provide a complex answer.
  • Work with management to identify routine issues that the company should consider in our client training materials, in building out answer templates, and for consideration by the product and engineering team. 
  • Deliver a world class standard for GREAT client support
  • Document all activities thoroughly in Hubspot
  • Demonstrate responsibility and task ownership.  He or she holds themselves accountable to follow-through on each task.
  • Demonstrate great teamwork and collaboration by working with others to escalate client issues effectively and appropriately, to share knowledge with other team members, and to communicate their observations and trends to management.
  • Relentlessly and aggressively pursue increasingly more product knowledge to strengthen their ability to support clients.
  • Form relationships with high value clients.  Have a “roll up your sleeves” approach to personally resolving complex issues and supporting the broader team.
  • Perform other related duties as assigned.  Flexible to absorb a variety of responsibilities as needed (and if aligned to the employee’s skills) to balance work loads across the company and help the company to be successful.  



Required Skills/Abilities:

  • Superior attention to detail.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Proven ability to communicate effectively with both technical personnel and non-technical end users, equally. 
  • Deep capacity for learning complex systems and products. 
  • High comfort level with technical concepts and software
  • Strong analytical and problem-solving skills.
  • Proficiency with Hubspot highly preferred.
  • Ability to work independently and in a team.  
  • Adaptable: Adapts quickly to change and easily considers new approaches.  Readily understands changes in work tasks, situations, and environment with appreciation for the basis of changes in a quickly evolving company. 
  • Ability to work the hours of 2:30 - 11:00 PM Eastern Time


Education and Experience:

  • Bachelor's degree or equivalent experience required.
  • At least two years of customer service experience
  • Knowledge of the real estate industry is a plus; knowledge of the home inspection industry is an even bigger plus.
  • Successful track record of working in both small and large organizations preferred.


Company Values:


We operate and communicate with authenticity, and we respect the diverse perspectives of others.


We are daring, when we think we can win


We enjoy the work


We empower members of our team to contribute meaningfully, and in turn, we hold ourselves accountable to deliver


We take good care of our clients

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