Join our Client Care Team!
Be the first point of contact in the client journey and help turn clients into raving fans.
About the Role
The Client Care Specialist is the first point of contact in the client journey and plays a critical role in setting the tone for the entire client experience. This role captures client needs at intake, ensures expectations are clearly communicated and handed off accurately to Sales and Technicians, and stays connected with clients throughout the project lifecycle — from first call to final follow-up. This is a high-visibility role directly responsible for client satisfaction, retention, and referrals.
Schedule: Monday–Friday, 7:00 AM–4:00 PM (hours and availability may be adjusted based on client communication needs and project flow).
Starting Salary: $48,000 per year
Core Responsibilities
- Manage lead intake and serve as the first point of client communication, gathering complete and accurate information to set up a smooth client journey
- Guide clients through next steps, clearly explaining what to expect at each stage of the process
- Coordinate scheduling and manage internal handoffs to Sales Reps and Technicians, ensuring no detail is lost between teams
- Communicate proactively with clients before scheduled work to confirm details, address questions, and reduce day-of surprises
- Follow up with clients after project completion to gather feedback and provide continued support
- Manage client concerns and service issues with professionalism, empathy, and a solutions-oriented approach
- Support referral and renewal touchpoints to strengthen long-term client relationships
- Identify and recommend improvements to systems, communication practices, and the overall client experience
Because this department is new and will continue to evolve, open and consistent communication with leadership is essential. Expectations, priorities, and processes will shift as the role matures. The ability to operate with clarity in ambiguous situations — and to surface questions, concerns, and feedback early — will be critical to success here.
Required Skills & Qualifications
Client Care and Communication
- Eager to speak with clients to see how you can help create a great experience for them and strive to catch every incoming call
- Enjoy communicating with clients via the phone, email, text, and chat windows
- Use active listening to accurately capture client needs and concerns
- Ability to explain processes and expectations clearly to clients with varying levels of familiarity with the service
- Ability to lead the conversations to keep things moving efficiently
- Ability to keep clients engaged while you search for information or wait for information to load (no "dead air")
Organizational Skills
- Strong attention to detail, especially when documenting client information that will be used by other teams
- Ability to manage multiple client cases, schedules, and follow-ups simultaneously without dropping details
Problem Solving
- Ability to stay calm and professional when handling client concerns or complaints
- Sound judgment in knowing when to resolve an issue directly vs. escalate to Management
- Proactive mindset — spotting potential issues (scheduling conflicts, unclear scope, etc.) before they become client-facing problems
- Able to apologize even when you are not "wrong"
Collaboration
- Ability to work closely with Sales Reps and Technicians to communicate client expectations or resolve problems
- Collaboration with other Client Care team members to meet client expectations
- Consistently look for ways to improve processes
What Success Looks Like
- Clients consistently report clear understanding of scope, timeline, and next steps
- Reduced instances of miscommunication or "that's not what I was told" issues between intake, sales, and service delivery
- Strong client retention, positive feedback, and growth in referrals tied to a smooth first-impression experience
If you like what you read above and want to join our team, the next step is to apply using the form below!
Plan on spending at least 30-60 minutes on this application, though it could take over 90 minutes depending on your effort. All positions at Leaf & Limb are competitive, so we encourage you to submit any/all information that you think could be helpful. You can submit these through the application form below. You can also send information via email or through the contact page on this website. Should our team select your application for an interview, we will reach out to you via email and/or phone call. Our interview process includes a variety of questions and assessments based on the position. You will learn more as the process unfolds. We are not currently taking applications for this position. Please only apply if specifically directed.
Application Form
We are really serious about providing equal employment opportunities to all applicants. We of course meet all local, state, and federal requirements. But we want to exceed these minimums. One of the ways we do this is by not sharing your name with our hiring team until after they have reviewed your submission. We are also very intentional about asking questions that reflect your knowledge, skills, and fit with our company versus wanting to know what college you attended or where you worked. For example, we frame the education portion as "learning background" to put emphasis on the information you have acquired. Unfortunately there are some items to which we are beholden purely from a legal or insurance perspective. Having a drivers license in good standing is one of those. All this to say, we are doing our best to reduce potential hiring bias. Your feedback and suggestions are greatly appreciated.
