Client Care Specialist

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: TYPE OF WORK

Any

: SALARY

Varies by client

: HOURS PER WEEK

40

: DATE UPDATED

Apr 8, 2026

JOB OVERVIEW

TYPICAL HOURS
- Start time between 8:30 and 9:00 AM
- End time 5:00 PM

MISSION
The Client Care Specialist is an operational admin role and is the relationship hub— this role ensures agents feel taken care of, the calendar is protected, and opportunities for growth are identified daily. You manage client communication, control scheduling, support light sales, and strengthen long-term relationships. When active clients are fully supported, you shift into outreach and revenue-building mode.

DAILY SUCCESS LOOKS LIKE
- Agents feel supported and confident
- Calendar is clean, optimized, and protected
- Sales opportunities are identified and surfaced
- Relationships are actively maintained
- No client is left wondering what is going on

CORE RESPONSIBILITIES

1. Client Communication and Care
- Monitor and respond to email, text, Slack, and CR ---------- ssages
- Maintain a friendly, fast, concierge-level tone
- Confidently answer questions about pricing, packages, and services
- Recommend upgrades and add-ons when appropriate
- Resolve small issues independently
- Prioritize long-term and OG clients
- Log notes and important details in the CRM
- Agents should feel like they have a personal point of contact, not a ticket system.

2. Scheduling and Calendar Control
- Fully manage the calendar inside Tonomo
- Confirm appointments and resolve scheduling questions
- Optimize routes and timing for efficiency
- Push back on unreasonable requests using solution-first language
- Avoid saying no when possible by presenting options
- Decline same-day requests if they hurt operations
- Escalate truly critical situations to Tyler
- Protect weekday scheduling and limit weekends unless approved
- The calendar exists to support quality, not chaos.

3. Light Sales Support and Opportunity Spotting
- This role supports growth without pressure selling.
- Upsell add-ons when agents ask questions
- Suggest listing campaigns, Zillow Showcase, video, or premium services when relevant
- Identify high-intent or hot agents
- Flag those agents for Manager to personally follow up
- Support value-based conversations, not discounts

4. Client Outreach and Relationship Building
- Once active tasks are complete, shift into outreach mode.
- Reach out to agents who have not ordered recently
- Send friendly check-in texts, emails, or calls
- Reconnect with past clients to stay top of mind
- Perform care calls after projects are delivered
- Ensure clients are happy and heard
- Ask for reviews when expectations are met
- Log outreach and results in the CRM

5. Care Call Guidelines
- Phone calls are preferred when possible
- Text is acceptable and encouraged when appropriate
- If an agent has multiple jobs in a short time, one phone call per week is sufficient
- Follow-up texts can be used to check in and confirm satisfaction
- Dealer’s choice, based on context and relationship
- Goal is connection, not interruption

6. Review Requests
- Review asks typically happen during care calls
- Text follow-ups are also acceptable
- If satisfaction is confirmed, politely ask for a Google review
- Track reviews received
- Thank agents for their time and support
- Reviews are a growth lever. Treat them with intention.

7. Project Awareness and Support
- While evening ops owns most delivery and QC:
- Monitor Tonomo for overnight deliveries
- Handle morning video deliveries if they come in
- Assist with follow-ups tied to completed jobs
- Coordinate with evening ops when questions arise

TOOLS USED DAILY
- Tonomo for scheduling, orders, delivery, and invoicing
- Slack for internal communication
- Email and text for client communication
- GoHighLevel CRM for notes, outreach, and tracking
- Social media is not part of this role

SKILL REQUIREMENT

Attention to Detail Communication Organization

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Client Care Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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