Client Care Specialist

Client Care Specialist

LaunchPad Home Group, the leading national home inspection company, brings together a network of inspection, repair, and pest control companies to deliver unparalleled inspection services. Despite being the largest provider in the industry, we maintain a boots-on-the-ground approach, ensuring the highest standards of quality and integrity.

This position will support three premier brands: AJF Inspections, TLC, and Axium, which are industry-leading home, commercial, radon, and sewer line inspection companies serving Arizona, Texas, and Colorado.

We are a team of hardworking, highly motivated, and client-focused professionals who thrive in a supportive and engaging work environment. Our mission is to empower local homeowners, home buyers, and real estate agents with the knowledge and confidence to make informed decisions.

At LaunchPad and across our family of brands, we take pride in fostering a collaborative, inclusive, and growth-driven culture. If you're looking for a company that values work-life balance, career development, and employee well-being, this is the place for you!

Position Summary

We are seeking a Client Care Specialist to join our Customer Success team, specializing in complaint resolution. As the first point of contact for clients with concerns, you will play a key role in ensuring those concerns are acknowledged, addressed, and resolved with professionalism and empathy. Your ability to remain calm under pressure and provide practical solutions will help maintain our company's strong reputation and foster positive customer relationships.

Essential Job Functions

• Manage customer complaints via phone, email, and online platforms, ensuring timely and professional responses.
• Listen attentively to client concerns, investigate issues, and provide clear, empathetic resolutions.
• Work closely with inspectors, operations, and management to understand the root cause of complaints and implement corrective actions.
• Maintain detailed records of client interactions and resolutions in the CRM system.
• Proactively follow up with clients to ensure satisfaction and rebuild trust when necessary.
• Identify trends in complaints and provide feedback to leadership to improve services and customer experience.
• Assist with general customer service tasks, including scheduling, billing inquiries, and policy explanations as needed.

What You Will Need

• Reliable, fast internet connection
• Distraction-free work environment

Skills and Abilities

• High school diploma, GED, or equivalent (additional education preferred but not required)
• Previous experience in customer service, complaint resolution, or client relations (home inspection, real estate, or service industry experience a plus).
• Strong problem-solving skills with the ability to remain professional and composed under pressure.
• Excellent verbal and written communication skills, focusing on active listening and clear explanations of solutions.
• Ability to de-escalate tense situations and find resolutions that align with company policies and customer needs.
• Strong organizational skills with attention to detail and accuracy in documentation.
• Proficiency in CRM software and Google Suite
• A customer-first mindset, demonstrating patience, empathy, and professionalism in every interaction.

Ready to Join Us? We'd love to hear from you if you're passionate about customer success, problem-solving, and making a difference! Apply today and become a valued part of our team.