Client Success Specialist I

About the Role

We are looking for a Client Success Specialist I (CSS1) who will be pivotal in delivering outstanding client service and support. This role involves managing client escalations related to all Fetch offerings or issues arising when service partners are unequipped to complete their shifts. Success in this role requires confidence in addressing client concerns and finding effective solutions to ensure client satisfaction. Excellent communication skills, strong attention to detail, and dedication to quality service are essential.

Typical business operations run from 8:00 AM to 6:00 PM CST, and shift schedules may vary according to business needs and rotating shifts.

Key Responsibilities

• Receive and log client escalations via phone, email, and chat channels.
• Analyze and evaluate the nature and urgency of each escalation.
• Coordinate with team members and relevant departments to collect information required for issue resolution.
• Engage directly with clients to fully grasp their concerns and expectations for resolution outcomes.
• Develop and apply appropriate solutions or escalate complex cases to higher-level support or management as necessary.
• Ensure prompt resolution of client issues while upholding professionalism and courteous communication.
• Keep clients updated on escalation status and expected timelines for resolution.
• Deliver clear, concise communications to make clients feel understood and valued throughout the process.
• Serve as a client point of contact by responding to questions and addressing additional requests.
• Proactively seek opportunities to enhance client satisfaction and loyalty.
• Provide constructive feedback and suggestions to management for process improvements and service upgrades.

Qualifications and Skills

• At least an Associate’s degree in Business Administration, Communications, or a related domain, or a comparable mix of education and experience.
• Preferred prior experience in customer service or client support roles.
• Outstanding verbal and written communication skills, with aptitude for professional updates, escalation documentation, and service disruption notifications for diverse audiences, including clients and executives.
• Strong analytical and data interpretation skills, using case data, SLA metrics, and volume trends to inform escalation decisions rather than following predefined scripts.
• Sound independent judgment in situations with ambiguous precedents, discerning when to resolve directly versus escalate.
• Excellent critical thinking and problem-solving competence.
• Ability to maintain composure and professionalism under pressure.
• Meticulous attention to detail and organizational capabilities.
• Proficiency navigating multi-platform environments combining tools such as Salesforce, Hiver, JotForm, and internal SOPs to synthesize client updates.
• Capability to thrive in teamwork-driven settings.
• Experience in the multi-family or property management industries is advantageous but not mandatory.

Benefits

• Competitive compensation package.
• Remote work option for better work-life balance.
• Unlimited paid time off recognizing the importance of personal time.
• Health, dental, and vision insurance coverage.
• 401k retirement savings plan.
• Opportunities for career progression within the company.
• Extensive training and continual development support.
• Supportive and collaborative workplace environment.

Additional Information

Fetch is committed to equal employment opportunity and considers all applicants without regard to race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status, or other legally protected characteristics.

We incorporate AI-assisted tools in hiring steps such as reviewing applications and assessing candidate information to support, but not replace, human decision-making. Candidates seeking additional information on data processing may contact us directly.