Client Success Agent
Belvidere, Illinois•Full-time
$20 - $25 hourly
$20 - $25 hourly
About the Job
Customer Success Agent (CSA)
Belvidere, IL | Full-Time | Monday–Friday, 8:00 AM – 5:00 PM
Job Overview
We are seeking a proactive and customer-focused Customer Success Agent (CSA) to serve as the front-line representative of our company. In this role, you will be the first point of contact for clients and prospects, responsible for delivering an exceptional customer experience while supporting sales, scheduling, and operational coordination.
Your ability to build trust, communicate value, and manage client relationships will directly contribute to company growth and long-term customer satisfaction.
Key Responsibilities:
Appointment Scheduling & Lead Conversion:
- Answer inbound calls with professionalism and enthusiasm.
- Qualify leads and gather customer information efficiently.
- Educate prospects on services and communicate company value.
- Convert inquiries into paid appointments for roofing specialists and technicians.
- Process payments and schedule appointments based on client availability.
- Maintain accurate records in CRM (HubSpot).
- Follow up with clients before and after appointments to ensure satisfaction.
Client Communication & Project Coordination:
- Contact clients after contract signing to confirm details and timelines.
- Provide regular updates regarding project scheduling.
- Communicate any changes promptly and professionally.
- Coordinate with internal teams (sales, production, technicians).
- Reinforce payment expectations and service timelines.
Client Care Program Support:
- Schedule and coordinate Client Care Club visits.
- Assist in preparing and delivering service reports.
- Promote and sell maintenance programs to clients.
- Track participation, invoicing, and engagement.
Customer Support & Issue Resolution:
- Address client concerns and resolve issues efficiently.
- Manage refund requests according to company guidelines.
- Coordinate billing accuracy with accounting.
- Follow up on outstanding invoices and collect payments.
- Encourage satisfied clients to leave reviews and provide referrals.
Operational & Administrative Support:
- Support daily office operations and team objectives.
- Assist with proposal preparation and delivery.
- Answer phones and manage messages, including after-hours coordination.
- Maintain internal communication and assist team members as needed.
- Keep accurate activity records and update performance scorecards.
Sales Tracking & Reporting:
- Track and report on:
- Appointments completed
- Proposal values
- Sales pipeline (“funnel”)
- Close ratios and total sales
- Ensure all sales activities are properly documented in CRM.
Qualifications:
- Strong communication and interpersonal skills.
- Customer-first mindset with a positive attitude.
- Ability to multitask and stay organized in a fast-paced environment.
- Sales or customer service experience preferred.
- Proficiency with CRM systems (HubSpot or similar is a plus).
- Problem-solving skills and attention to detail.
Compensation & Benefits:
- Hourly position (overtime requires prior approval).
- Paid Time Off (after eligibility period).
- Holiday Pay (after 90 days).
- Health Insurance (after 90 days).
- 401(k) (after 1 year).
- Participation in company programs.
Why Join Us?
You’ll play a critical role in shaping the customer experience while working alongside a supportive team dedicated to delivering high-quality service. This is a great opportunity for someone who enjoys helping people, thrives in a structured environment, and wants to grow within a service-driven organization.
About Renaissance Historic Exteriors
Renaissance is a nationally recognized commercial and residential historical restoration company, specializing in traditional exterior historical building systems. Our craftsman work on roofing systems, structural and finish carpentry, masonry, architectural sheet metal and other historical systems not commonly found in current construction methods. Our clients include State Capitols, Churches, Universities, Libraries, Private Estates and properties of all types on the National Register of Historical Places. We have been awarded numerous local and national awards for our efforts. We have an industry leading safety program to protect our team members.