Customer Relations Manager

What You’ll DoThe Customer Relations Manager (CRM) role is a newly created position focused on proactively managing client relationships and ensuring a smooth, consistent customer experience.As a Customer Relations Manager at StartCHURCH you will:Work a set schedule from Monday-Friday, 8:30 AM - 5:00 PM (EST).Act as the key liaison between the client and all other internal stakeholders.Manage the communication and customer experience between the company and client for all clients assigned to the Customer Relations Manager.Set proactive and clear expectations for the client for every stage of their customer journey.Serve as the primary problem solver for the client throughout their customer journey.Actively work to reduce the need for clients to be transferred to other stakeholders for problem solving.Execute the client journey workflow with high precision of communication events and proactive timing.Be an expert at all client journey statuses related to all sales and production processes.Masterfully navigate internal systems where client information is stored and communicated.Answer inbound client calls and make outbound client calls. Expertly communicate with other internal stakeholders in a timely and proactive manner via phone, slack, email and all other communication mediums required.Take full responsibility to effectively close the communication loop for every engagement between the client and the company.Document notes in systems clearly and without fail.Discern accurately when to escalate a problem to the Director of Customer relations or another internal stakeholder.Maintain a 24 working hour maximum turn-around time on responses by phone, email, or texting.Maintain a same business day response time on Slack.Champion StartCHUCH language and culture when interfacing with clients and employees alike.What We’ll Love About YouMUST live in Georgia, Florida, Tennessee, or Montana.2+ years of customer service, client relations, or account coordination experienceStrong verbal and written communication skillsAbility to manage multiple client cases simultaneouslyExperience working in CRM or client management systemsComfortable with remote work and structured schedulesReliable high-speed internet and quiet workspaceFor bilingual role: professional fluency in English and Spanish (written and verbal)

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