Job Description
Who We Are
At Pink Callers, we are a ServiceTitan Certified Call Center providing top-notch remote customer service for HVAC, plumbing, roofing, and electrical contractors. Our mission is to empower our clients by managing their customer interactions with a mix of human expertise and AI-driven efficiency. We believe in fostering a collaborative and transparent culture where every team member can thrive and contribute to our clients' success.
About the Role
At Pink Callers, we partner with home service companies nationwide to deliver top-tier customer support, powered by tech and heart. As a Client Success Manager (CSM), you’ll be the bridge between our clients, their CSRs, and operational excellence. As a ServiceTitan Certified Call Center, we set the standard for performance—and you’ll be expected to raise it even higher.
We’re looking for someone who shows up with a plan, executes with precision, and relentlessly drives results for our clients.
You’ll be expected to:
- Own the daily health of client accounts and ensure their goals are consistently met
- Lead with empathy while holding firm to standards and accountability
- Make recommendations and decisions based on data, not assumptions
- Spot opportunities before they become issues—and take decisive action
What You’ll Be Doing
Drive Uncompromising Client Success
- Serve as the primary point of contact for clients, building trust through transparency and consistency
- Proactively monitor client metrics, identify trends, and develop strategies for improvement
- Transform strong KPIs into baseline expectations—never ceilings
- Deliver a client experience where confidence in Pink Callers is unwavering
Hold the Line on Quality
- Conduct account reviews with precision—ensuring 92%+ QA and beyond is the standard
- Address gaps quickly with action plans that solve problems, not delay them
- Track and document client outcomes—data is your currency for accountability and growth
- Ensure clients see measurable ROI from their partnership with Pink Callers
Build Client Partnerships That Last
- Develop and present performance reviews that are honest, strategic, and actionable
- Collaborate with clients on process improvements that elevate their customer experience
- Create accountability partnerships where both sides are invested in mutual success
- Maintain 100% ServiceTitan certification across accounts—no exceptions, no excuses
Lead Through Results
- Own your clients’ success metrics entirely—their wins are your wins
- Drive first-call resolution and booking rates that exceed industry standards
- Maintain client retention of 90%+ by building trust and delivering undeniable value
- Deliver client satisfaction scores that reinforce Pink Callers as the premier ServiceTitan Certified partner in the industry
What We’re Looking For
- Proven experience in customer service or account management.
- Strong emotional intelligence and the ability to relate to clients.
- Excellent communication and problem-solving skills.
- Ability to take ownership of client relationships and anticipate needs.
- A proactive and results-driven mindset.
What You’ll Need (Tech Requirements)
- Computer/Laptop with Operating System: Windows 11 (64-bit) or macOS Ventura+
- Processor: Intel i5 or AMD Ryzen 5 (Quad-Core, 2.4GHz or higher)
- RAM: 8 GB minimum
- Storage: 256 GB SSD (Solid State Drive)
- Display: 1080p HD (1920x1080) or better, 21” monitor preferred (external monitor required if using laptop)
- Camera: Internal or external HD webcam (720p minimum)
- Peripherals: All wired (keyboard, mouse, headset)
- Headset: USB-wired with noise-canceling mic (no Bluetooth)
- Internet:
- Download speed: 200 Mbps minimum
- Upload speed: 20 Mbps minimum
- Latency: under 50ms, no packet loss
- Ethernet connection only
- Security:
- Active antivirus (e.g., Windows Defender or Norton/McAfee for Mac)
- Ports: 2 available USB ports
Why Join Us
Join Pink Callers and enjoy a $500 bonus opportunity after your introductory period, professional development opportunities, and paid time off for training, sick days, holidays, and even your birthday! Experience a supportive work environment where your talents are recognized and appreciated, and enjoy the flexibility of a telehealth option too.
Ready to take your career to the next level? Apply now and become part of a dedicated team that values your contributions!
Requirements
- Employment Type: Part-time
- Work Hours: 20 to 30 hours work
- Required Education: High school or equivalent
- Required Experience: Experienced(1) years
