Job Title: Client Service Representative

Location: [Remote/Hybrid/On-site] Reports to: [Client Service Manager/Director of Account Management]

Role Overview

We are looking for a proactive, empathetic, and detail-oriented Client Service Representative to serve as the primary point of contact for our clients. Your mission is to ensure our clients feel heard, supported, and successful. You aren't just answering questions; you are building relationships and advocating for the client’s needs within our company.

Key Responsibilities

Relationship Management: Act as the face of the company, managing daily communications via email, phone, and video calls.
Issue Resolution: Troubleshoot client problems with a "solutions-first" mindset, escalating technical issues to the appropriate departments when necessary.
Onboarding: Guide new clients through the initial setup process, ensuring they understand the value of our products/services from day one.
Account Growth: Identify opportunities for upselling or cross-selling based on a deep understanding of the client’s business goals.
Data Integrity: Maintain accurate and up-to-date client records in our CRM (e.g., Salesforce, HubSpot).
Feedback Loop: Collect and synthesize client feedback to help our Product and Marketing teams improve our offerings.

Qualifications & Skills

Experience: 2+ years in a client-facing role (Customer Success, Account Management, or Hospitality).
Communication: Exceptional verbal and written communication skills—you can explain complex ideas in simple terms.
Empathy: A genuine desire to help people and the ability to remain calm under pressure.
Tech Savvy: Proficiency with CRM software and office productivity tools (Google Workspace/Microsoft 365).
Organization: The ability to juggle multiple accounts without letting any balls drop.

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