What are the responsibilities and job description for the Customer Success Specialist - Hybrid position at Southern Outdoor Restoration?
About the Role
We’re looking for a Customer Success Specialist who will serve as the frontline representative of the Unison brand, delivering white-glove service to homeowners across our partner communities. This is a critical role that combines professionalism, empathy, and urgency to ensure a smooth and satisfying customer experience.
If you're someone who thrives under pressure, communicates with clarity and care, and believes in solving problems the right way, we’d love to talk to you.
Key Responsibilities
- Be the first point of contact for homeowners via phone, email, and online platforms
- Handle inbound inquiries, service requests, complaints, and scheduling issues with professionalism and speed
- Coordinate with service teams to ensure timely and accurate delivery of homeowner services
- Resolve escalated issues calmly and effectively, turning dissatisfied customers into brand advocates
- Maintain clear records in CRM and service platforms for each interaction
- Follow up with customers post-service to ensure satisfaction and collect feedback
- Collaborate with operations and technology teams to streamline the homeowner experience
- Uphold Unison’s standards of communication, transparency, and care in every interaction
What Makes You a Great Fit
- 2 years of experience in customer service, preferably in home services, field services, or hospitality
- Exceptional verbal and written communication skills
- Strong problem-solving abilities with a calm, composed demeanor in high-stress situations
- A “customer-first” mindset, willing to go the extra mile to make things right
- Highly organized and able to juggle multiple tasks without missing details
- Technologically confident (CRM platforms, service scheduling tools, email systems)
- A sense of urgency and ownership, you don’t wait for problems to fix themselves
Bonus Points (optional)
- Experience in HOA, residential services, or field scheduling
- Bilingual (English/Spanish)
- Experience with ServiceTrade and SharpsSpring or similar platforms
What We Offer
- Salary: $49,000/ year annualized
- Health, dental, and vision benefits
- 401(k) with company match
- PTO and paid holidays
- A collaborative, mission-driven culture
- Real career growth in a fast-scaling company
Location: Raleigh, NC / Hybrid
On-site portion: 1240 Kirkland Rd., Raleigh (near the Farmer's Market)
Department: Customer Experience, Unison Division
Reports To: Chief Revenue Officer, Unison
Type: Full-Time, W-2
SOR is an equal opportunity employer and adheres to all applicable federal, state, and local laws and regulations. Applicants must be legally authorized to work in the United States without restriction. SOR utilizes e-Verify.
Salary : $49,000
