What are the responsibilities and job description for the Client Support Specialist position at HomeVestors of America, Inc., the We Buy Ugly Houses® people?
Job Summary:
The Client Support Specialist at HomeVestors plays a critical role in supporting our franchisees and ensuring a positive experience for homeowners who contact the We Buy Ugly Houses® brand. This role serves as a key liaison between franchisees, internal departments, and external clients, providing timely support, clear communication, and effective issue resolution within a fast-paced real estate environment.
Qualifications:
- 1–3 years of customer service, client support, or administrative experience
- Strong verbal and written communication skills
- Excellent problem-solving and time-management abilities
- Ability to manage multiple priorities in a deadline-driven environment
- Proficiency with CRM systems, ticketing platforms, and Microsoft Office or Google Workspace
- Strong attention to detail and documentation accuracy
- Experience in real estate, franchising, or lead management environments
- Familiarity with call center operations or client support workflows
- Experience supporting multiple stakeholders with varying levels of urgency
- Ability to handle sensitive or high-stress situations calmly and professionally
- High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
Minimum Requirements:
- Serve as a primary point of contact for HomeVestors franchisees and internal stakeholders regarding client support needs
- Assist with inquiries related to homeowner leads, franchise processes, systems, and workflows
- Provide professional support via phone, email, and internal ticketing systems
- Accurately document all interactions, actions, and resolutions in CRM and internal systems
- Troubleshoot and resolve issues related to lead distribution, client communications, and process questions
- Collaborate with internal teams such as Sales, Marketing, IT, Legal, and Operations to resolve escalated issues
- Ensure compliance with HomeVestors policies, brand standards, and real estate regulations
- Follow up to confirm issues are fully resolved and franchisees are satisfied
- Identify trends or recurring issues and proactively suggest process improvements
- Maintain a high level of professionalism, empathy, and brand representation in all interactions
Core Competencies
- Customer-first mindset
- Clear and professional communication
- Accountability and follow-through
- Collaboration and teamwork
- Adaptability in a fast-paced environment
Performance Metrics May Include
- Franchisee satisfaction and feedback
- Response and resolution time metrics
- Accuracy and completeness of documentation
- Adherence to HomeVestors processes and brand standards
Work Environment
- Operates in an office or hybrid environment
- Travel for business needs