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About the Role
This is a full-time Client Solutions Advocate role with United Water Restoration Group. You'll often be one of the first people a homeowner speaks with when they're dealing with an emergency. Your job is to bring calm to the situation, understand what they need, explain what happens next, and make sure the right people on our team are brought in. From there, you'll help ensure clients stay informed throughout their experience instead of having to call us asking for updates.
Responsibilities
- Respond to new clients and emergency calls with empathy, urgency, and professionalism.
- Listen carefully to understand the client's situation and clearly explain what happens next.
- Help coordinate the appropriate team member to respond to the property when needed.
- Proactively follow up with clients throughout their experience so they aren't left wondering about the status of their project.
- Review project notes and documentation to provide clients with accurate updates.
- Help ensure internal teams are keeping project notes and documentation current.
- Follow up after appointments or site visits to understand whether the client is ready to move forward and what additional support they may need.
- If a client chooses not to move forward with us, respectfully learn why and share that feedback with the team.
- Help resolve client concerns before they escalate.
- Coordinate communication between clients and the appropriate Operations, Production, Claims, Finance, or field team members.
- Keep each client's story straight so they don't have to repeatedly explain their situation to different people.
- Follow up with clients after their project is completed and request feedback and Google reviews.
Requirements
- Excellent verbal and written communication skills.
- Strong listening and active-listening skills.
- Highly organized with consistent follow-through.
- Comfortable communicating with clients who may be stressed, frustrated, or dealing with an emergency.
- Able to remain calm, empathetic, and professional under pressure.
- Able to take ownership of client concerns and help move them toward resolution.
- Proactive, solution-oriented, accountable, and resilient.
- Comfortable coordinating and communicating across multiple teams.
- Tech-savvy, trainable, and comfortable learning new systems and tools.
- Able to work in person in Islandia, NY.
- Flexibility to support client needs when situations require attention outside typical business hours.
- You won't be expected to make technical restoration decisions or solve every problem yourself.
- You will be expected to take ownership of the client experience, communicate clearly, follow through, and make sure the right people are brought in when needed.
Skills
- Communication
- Active listening
- Organization
- Problem-solving
- Tech-savviness
- Calm under pressure
- Empathy
- Professionalism
Location
- Islandia, NY
Work Type
- Full-time
- Onsite
Salary/Compensations
- $23–$28 per hour
Benefits
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
- 401(k)
- 401(k) matching
- Competitive salary
- Dental insurance
About the Company
- United Water Restoration Group