Client Care Coordinator - Weekends 8am to 8pm Saturday and Sunday

Grand Home Inspection Culture

We live by the mantra “Living the Grand Life by Putting People First,” which means we’re driven to help others enjoy a GRAND life and do it through serving them with honesty, integrity and joy. Customer Service is our #1 priority as it’s how we earn reviews, repeat referrals and find meaningful purpose in our work.

Our core values:

Provide the Grand Experience
Seek to Build Genuine Connections
Never Stop Growing
Fearlessly Fail Forward
Trust That Done Beats Perfect
Build Your Grand Life

The Client Care Team Role

Providing the Grand Experience:

The Client Care Team (CCT) is an essential part of providing The Grand Experience. CCT members are the first point of contact for many of our new clients and the recurring contact for existing clients and referral partners.

CCT members use clear communication, empathy and problem solving to create a memorable client experience from start to finish. CCT members should Seek to Build Genuine Connection with our clients and referral partners in an effort to build authentic relationships and maintain their loyalty.
The goal is for clients to feel excited, well-informed and respected after interacting with the CCT. Remember, buying a home can be stressful! We want to inject positivity and confidence in our clients during this time.

CCT Members should demonstrate:

Great communication skills
A smile in the voice
A positive, friendly, upbeat and personable demeanor
Effective active listening skills (not asking client to repeat info more than once)
Confidence in information and problem solving
Expresses gratitude and speaks respectfully
Ability to connect with others and put them at ease through friendly banter and caring demeanor
Speaks to others the way they would want to be spoken to
Goes above and beyond to provide the client what they need without saying no
Executes calls and appointments with a sense of urgency
Able to anticipate needs of the client
A willingness to get creative to help solve the client's needs
Willingness to suggest improvements and take on tasks between calls

Brief List of Tasks:

The home inspection industry has many unique needs, and Grand Home Inspection will provide training on any industry-specific information to ensure success in this position.

Answer inbound communication over multiple platforms including
Phone
Text

Email
Social media
Inspection software products
Outbound communication about existing or pending jobs (not cold calls) over
Phone
Text

Email
Social media
Inspection software products
Schedule jobs - booking home inspections to be completed by our team
Upsell services - understand and be able to explain the benefits of add-on services
Follow up on incomplete orders when submitted online
Communicating with all parties involved on a job - typically two real estate agents, 1–2 clients, and the home inspection team
Follow up calls after jobs have been completed - ensure we live up to expectations and ask for feedback
Answer questions from clients, agents, and others about the home inspection process
Social media posts about current jobs and agents we work with
Work with various software products to track jobs, clients, agents, and teaUpgrade to see actual infombers