Client Success Representative

About Us

Tri State Gate is a custom gate, fence, and automation company serving the tri-state area's most discerning clientele. We're a family-run business with a small, tight-knit office team, the kind of place where you'll know everyone by name in your first week. Our clients are affluent, detail-oriented, and expect a polished, personal experience from the first phone call to long after the work is done. This role sits right at the center of that relationship.

The Role

You are the voice our clients trust, the person who picks up the phone, remembers who they are, and makes sure nothing ever falls through the cracks. This is a relationship-driven role: you'll manage inbound and outbound calls, coordinate scheduling, resolve service issues, and stay closely connected with clients throughout their project and beyond. You'll also look for every opportunity, whether it's a new caller asking about service or a longtime client checking in, to offer service contracts and other ways to keep clients protected and grow the relationship.

This is a fast-paced, high call-volume seat. Timely follow-up isn't a nice-to-have here, it's the job.

What You'll Do

• Answer incoming calls as the first point of contact, and make every client feel well taken care of.
• Schedule appointments and site visits on the sales team's calendars, coordinating timing between clients and field staff.
• Handle client service questions and resolve issues, or route them to the right person and follow through until they're closed out.
• Field billing and payment questions, look up account details, explain charges, and coordinate with our billing team on anything complex.
• Reach out quickly to new leads and clients, and stay in touch throughout the project so they always know where things stand.
• Proactively offer service contracts and other relevant add-ons to new and existing clients alike, growing revenue from every relationship you touch.
• Follow up on jobs in progress and after they wrap up to make sure clients are happy, including satisfaction check-ins and surveys.
• Keep client records, notes, and files accurate and up to date in our systems.
• Pitch in across the office wherever you're needed, which keeps the work varied and the days interesting.

This describes the general nature of the role and is not an exhaustive list of duties. As a small team, responsibilities shift with the needs of the business, and we'll count on you to jump in where it helps.

What Success Looks Like

In your first 90 days: you know our people and our process, you're handling a high volume of calls smoothly, and you own scheduling for your team so clients get fast, reliable callbacks.

By 6 to 12 months: clients ask for you by name, follow-ups never slip, you're consistently identifying and closing opportunities to grow existing accounts, and the people around you can count on the front office running like clockwork.

What We're Looking For

• Excellent phone presence and communication. You sound polished, warm, and professional, and you're comfortable with a high-net-worth clientele.
• A proactive, relationship-first, revenue-minded approach. You've grown accounts before through account management, customer success, or by offering service plans, warranties, or add-ons to clients, whether inbound or existing. (This is not a cold-calling, retail, or outbound sales background. It's about spotting and acting on opportunities in every client conversation.)
• A strong memory and sharp attention to detail. You remember clients and the context of past conversations, so people feel known when they call back.
• Highly organized. You can juggle a high volume of calls and follow-ups at once without dropping any.
• Comfortable on a computer and quick to pick up new software (CRM, scheduling, email).
• Experience in a role where you proactively drove business, like account management, client success, or relationship-based sales. This is not a fit for candidates coming from a purely reactive customer service or call-center background.
• A positive, dependable, take-ownership attitude.

Schedule

Full-time, Monday through Friday, daytime hours between 7:30 AM and 5:00 PM. No nights or weekends.

Compensation and Benefits

• $20 to $25 per hour, depending on experience
• Health insurance with company contribution, eligible after 90 days
• 401(k) with company match, eligible after one year
• Paid vacation that grows with tenure
• Paid sick leave and six paid holidays

How to Apply

If this sounds like you, we'd love to hear from you. Apply through Indeed with your resume and a short note about why you'd be great on the phone with our clients.

Pay: $20.00 - $25.00 per hour

Work Location: In person

Salary : $20 - $25