What are the responsibilities and job description for the Customer Success Specialist position at Southern Outdoor Restoration?
Customer Success Specialist role:
Adding new CSS team members! Customer Service Specialists serve as the frontline representative of the Unison brand, delivering white-glove service to homeowners across our partner communities. This is a critical role that combines professionalism, empathy, and urgency to ensure a smooth and satisfying customer experience.
If you're someone who thrives under pressure, communicates with clarity and care, and believes in solving problems the right way, we’d love to talk to you. Bonus points if you have HOA or mapping experience on top of your customer service skills. Tell us about you!
Unison is a division of Southern Outdoor Restoration. At SOR, we use technology and efficiency to provide exceptional customer experience and provide stable employment to talented community members.
Key Responsibilities
- Help get our Unison division up and running efficiently - this is our first season for the Unison division (SOR is in its 14th year of operation)- this includes mapping, evaluating and learning our apps, and advocating for an excellent customer experience
- Be the first point of contact for homeowners via phone, email, and online platforms
- Handle inbound inquiries, service requests, complaints, and scheduling issues with professionalism and speed
- Coordinate with service teams to ensure timely and accurate delivery of homeowner services
- Resolve escalated issues calmly and effectively, turning dissatisfied customers into brand advocates
- Maintain clear records in CRM and service platforms for each interaction
- Follow up with customers post-service to ensure satisfaction and collect feedback
- Collaborate with operations and technology teams to streamline the homeowner experience
- Uphold Unison’s standards of communication, transparency, and care in every interaction
What Makes You a Great Fit
- 2 years of experience in customer service, preferably in home services, field services, or hospitality
- Exceptional verbal and written communication skills
- Strong problem-solving abilities with a calm, composed demeanor in high-stress situations
- A “customer-first” mindset, willing to go the extra mile to make things right
- Highly organized and able to juggle multiple tasks without missing details
- Technologically confident (CRM platforms, service scheduling tools, email systems)
- A sense of urgency and ownership, you don’t wait for problems to fix themselves
- Flexibility: This is a new role with only one other CSS in the role thus far. You're joining a small team at the start of our operations
Bonus Points (optional)
- Experience in HOA, residential services, or field scheduling
- Experience with HOA management, development companies, or GIS mapping applications (you know where the boundaries of a neighborhood are and how to find out)
- Bilingual (English/Spanish)
- Experience with ServiceTrade and SharpsSpring or similar platforms
What We Offer
- Salary: Varies by experience $51,000 - $58,000
- Health, dental, and vision benefits
- 401(k) with company match
- PTO and paid holidays
- A collaborative, mission-driven culture
- Real career growth in a fast-scaling company
Location: Raleigh, NC / Hybrid (2-3 days in-office most weeks)
On-site portion: 1240 Kirkland Rd., Raleigh, NC main location (some meetings will be at our main building: 3219 Northside Drive, Raleigh, NC)
Department: Customer Experience, Unison Division
Reports To: Chief Revenue Officer, Unison Division
Type: Full-Time, W-2
SOR is an equal opportunity employer and adheres to all applicable federal, state, and local laws and regulations. Applicants must be legally authorized to work in the United States without restriction. SOR utilizes e-Verify.
Salary : $51,000 - $58,000