What You’ll Do
The 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 You
- MUST live in Georgia, Florida, Tennessee, or Montana.
- 2+ years of customer service, client relations, or account coordination experience
- Strong verbal and written communication skills
- Ability to manage multiple client cases simultaneously
- Experience working in CRM or client management systems
- Comfortable with remote work and structured schedules
- Reliable high-speed internet and quiet workspace
- For bilingual role: professional fluency in English and Spanish (written and verbal)