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Client Relations Specialist

Company Overview

At Modernize (a QuinStreet division) our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 20 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $500 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.

We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.

Job Category:

Modernize Home Services is looking for a driven, and confident Client Relations Specialist to help drive success & growth for our customers within our fast-growing and dynamic support team, Client Relations.

This is not just a customer support role; you are responsible for strategically managing relationships with the owners and key stakeholders of our regional market of home improvement companies that generate up to $6M gross revenue per year for their respective organizations. You will work collaboratively with the entirety of the Client Relations team to support and strategically scale our services to a shared portfolio of 150-175 active clients, as well as onboard new clients as they are signed by our sales team.

You will serve as a subject matter expert on Modernizes’ digital marketing and lead generation solutions consulting with our clients to develop ways to maximize desired goals, ensure ROI, and create high customer satisfaction.

This role is perfect for someone who has excellent communication skills, attention to detail, self-motivation, and the flexibility to work with a diverse range of clients and thrives in a dynamic and fast paced work environment.

 

Responsibilities

Onboard Newly Signed Clients

  • Complete set-up of the new client leads campaigns.
  • Prepare onboarding call presentation decks.
  • Complete onboarding call with the client via Zoom.
  • Completed additional campaign set up tasks and set client’s campaign live within 5-day goal.

Client Support Cases

  • Self-assign and work client support cases from the Client Relations email queue or inbound client calls daily.
  • Complete client support cases adhering to 24 and 48 business hour SLA response time.
  • Effectively communicate with the client via email and phone following client support best practices and metrics.
  • Document in detail each client communication touchpoint and case resolution in Salesforce.
  • Create and follow up on any internal tickets needed to complete the client’s request.
  • Ensure that all client email cases and voicemails are assigned and addressed daily.
  • Adhere to client support best practices responding immediately to escalated client issues by contacting the client via phone call.

Outstanding Balance/Collections

  • Work with our Accounts Receivables team to call on client accounts daily that have fallen into an outstanding balance to collect past due balances, update the client’s payment method if necessary, and reactivate lead campaign services.
  • Document in detail each client communication touchpoint and outstanding balance case resolution in Salesforce.

Client Growth and Winback

  • Identify and work with existing clients to grow their overall campaign budget by strategically advising clients of opportunities in terms of growth, budget, additional trades, and territory.
  • Work with the Client Relations team to collectively identify clients that are in danger of hitting monthly budget caps early or are not meeting monthly lead fill rate and pitch the client solutions to increase budget or expand their campaign.
  • Contact clients that have canceled within the past six months who are candidates to be reactivated and restart services.

Health Check Calls

  • Perform monthly Health Check Calls to assess and gauge the client status and address any concerns that the client may not have requested assistance previously from the Client Relations Team.
  • Health Check Calls are self-assigned monthly and are required to be completed by the end of each month.

Retention

  • Manage clients who are requesting to cancel services by following outlined retention guidelines to build value in Modernize services and negotiate with the client to maintain the client’s business with minimal reduction in recurring monthly revenue.

Client Escalations

  • Actively take ownership of any client escalations and use client support best practices to de-escalate the client and come to a satisfactory resolution that maintains the client’s success and happiness while protecting the organization’s brand and reputation.
  • Work with the client using active listening and empathy skills to re-engage the client and win them back into a resolution partnership.

Requirements

  • 3+ years of client-facing support experience preferred.
  • Client retention experience preferred.
  • Strong data analysis and analytical skills.
  • Intermediate/Strong Excel, Powerpoint, and Salesforce skills.
  • Bachelor's degree preferred.
  • Experience in lead generation / digital demand generation marketing is a strong plus.
  • Exceptional communications skills; verbal and written.
  • Strong business acumen with an ability to operate under pressure while making business-critical decisions daily.
  • Proven track record of delivering a value proposition and successfully taking clients through onboarding stages to partnership maturation.
  • Detail and process-oriented; an ability to effectively prioritize workload. Handle client emotion and objections in a positive, solutions-based manner.
  • Ability to thrive in a dynamic work environment.
The expected salary range for this position is $45,000 USD to $55,000 USD annually. This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. The salary may be adjusted based on applicant's geographic location. The position is also eligible to receive performance bonus or commission and equity in the form of restricted stock units. This position is eligible to participate in the Company’s standard employee benefits programs, which currently include health care benefits; (2) retirement benefits; (3) the amount of paid days off (paid sick leave, parental leave, paid time off, or vacation benefits); (4) any other tax-reportable benefits.
 

#LI-REMOTE

Modernize (a QuinStreet division) is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity, or any other characteristics protected by law.

Please see QuinStreet’s Employee Privacy Notice here.

Average salary estimate

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What You Should Know About Client Relations Specialist, Modernize

At Modernize, a division of QuinStreet, we're on a mission to transform the home improvement industry, connecting motivated homeowners with reputable contractors. We're seeking a confident and driven Client Relations Specialist to play a key role in our dynamic support team. This position isn't just about customer support—it's about strategically managing relationships with stakeholders from home improvement companies that achieve significant revenue. As a Client Relations Specialist, you will support a diverse portfolio of 150-175 active clients and help onboard new ones, contributing to our growth and success. Your main responsibilities include setting up new client campaigns, responding to client inquiries swiftly, and identifying upsell opportunities to enhance client satisfaction and overall ROI. With your strong communication skills and attention to detail, you will collaborate with your team to ensure our clients receive exceptional service. In this vibrant and innovative environment, you'll enjoy working with a team passionate about making a difference in the home improvement space. We’re excited about fostering creative problem-solvers who can thrive in our fast-paced workspace. If you're motivated, detail-oriented, and ready to take the next step in your career with us, we can’t wait to meet you!

Frequently Asked Questions (FAQs) for Client Relations Specialist Role at Modernize
What responsibilities can a Client Relations Specialist expect at Modernize?

As a Client Relations Specialist at Modernize, you will be responsible for onboarding new clients, managing client support cases, and developing strategies to enhance client growth and satisfaction. This includes creating presentations, responding swiftly to support inquiries, performing retention calls, and guiding clients in optimizing their campaign budgets.

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What qualifications are needed for the Client Relations Specialist position at Modernize?

To be successful as a Client Relations Specialist at Modernize, candidates should have at least 3 years of client-facing support experience, strong communication skills, and a solid understanding of data analysis. Proficiency in Excel, PowerPoint, and Salesforce is highly preferred, along with a Bachelor's degree and experience in lead generation or digital marketing being a strong plus.

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How does Modernize support Client Relations Specialist career growth?

At Modernize, we encourage our Client Relations Specialists to take ownership of their roles and offer ample opportunities for professional development. You'll engage directly with clients and receive guidance from experienced team members, thereby enhancing your skills and advancing your career in client relations and account management.

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What can a Client Relations Specialist at Modernize expect from the team culture?

The culture at Modernize is built around collaboration and open communication. As a Client Relations Specialist, you'll work in a newly renovated office that fosters teamwork, allowing you to participate in all vital discussions. We value contributions from every team member, ensuring that everyone in our dynamic startup environment has a voice.

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What is the expected salary range for a Client Relations Specialist at Modernize?

The expected salary range for a Client Relations Specialist at Modernize is approximately $45,000 to $55,000 annually. Actual salaries can vary based on geographic location and individual experience, with potential for performance bonuses and equity in the form of restricted stock units.

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Common Interview Questions for Client Relations Specialist
How do you prioritize client requests as a Client Relations Specialist?

When prioritizing client requests, be sure to assess the urgency and importance of each case. Utilize a tracking system like Salesforce to document all interactions and categorize them based on response time requirements. This structured approach allows you to address critical issues swiftly while maintaining overall client satisfaction.

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Can you describe your experience in managing client relationships?

Share specific examples from your past roles where you managed client relationships effectively. Focus on how you identified their needs, overcame challenges, and implemented strategies that enhanced their experience. Highlight your ability to build trust and rapport, which is essential for a Client Relations Specialist.

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How would you handle an escalated client issue?

To tackle escalated issues, employ active listening and empathy. Start by understanding the client's concerns and validating their feelings. Then, outline a clear plan for resolution, keeping the client informed throughout the process. Your goal is to turn their frustration into a positive experience, showcasing your commitment to client success.

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What techniques do you use to ensure customer satisfaction?

Focus on open communication and regular touchpoints with clients. Establish health check calls to gauge client satisfaction and address any issues not previously reported. Provide insightful recommendations based on their campaign performance, ensuring they feel valued and understood.

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Describe your experience with tools like Salesforce or Excel.

Discuss your hands-on experience with Salesforce for managing client records and tracking support cases. Mention how you utilize Excel for data analysis to derive insights that inform your strategies. Highlighting specific features you've used effectively will show your comfort with essential tools needed for the role.

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How do you adapt to a fast-paced work environment?

Share examples of how you’ve thrived in similar settings by being organized and flexible. Implementing effective time management strategies and remaining open to adjusting your priorities on-the-fly are crucial. Highlight your ability to stay calm under pressure as a key factor in maintaining productivity.

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What approaches do you take towards client retention?

Client retention revolves around proactive communication and understanding client needs. Discuss strategies like regular follow-ups, identifying upsell opportunities, and employing retention guidelines to emphasize the value of maintaining their services—all aimed at reducing churn.

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Why do you want to work for Modernize?

Convey your passion for improving client relationships in the home improvement sector and how Modernize’s mission aligns with your values. Mention the exciting aspects of working in a dynamic environment and contributing to innovative solutions, making a meaningful impact.

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How do you assess client campaign effectiveness?

Explain how you would use key performance indicators (KPIs) to measure campaign effectiveness. Highlight your skills in data analysis, interpreting metrics to provide actionable insights that can help clients maximize their marketing ROI.

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What steps would you take to onboard a new client?

Outline the onboarding process, starting with gathering client information, setting up lead campaigns, and preparing for the onboarding call. Emphasize the importance of thorough documentation and ensuring a smooth transition as essential to building client trust and satisfaction from the outset.

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Modernize is a trusted ally in home improvement. We’re a matchmaker between homeowners and industry-leading pros who specialize in sustainable home improvement projects—including solar, HVAC, windows, and roofing. With more than 2 million finished...

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Full-time, remote
DATE POSTED
April 11, 2025

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