Customer Service Representative

Success Ambassador

Who We Are:

TomFerry is the #1 coaching company in real estate, dedicated to helping agents and brokers build thriving businesses and exceptional lives. Our success is built on meaningful client relationships, world-class coaching, and a commitment to delivering extraordinary experiences at every stage of the client journey.

We're looking for passionate professionals who are energized by helping others succeed and who thrive in a fast-paced, client-focused environment.

About the Role:

We are seeking a relationship-driven and highly organized Success Ambassador to serve as a trusted partner for our clients and coaches throughout their coaching journey.

As a Success Ambassador, you will be the primary point of contact for clients, helping drive engagement, retention, and overall program success. You'll build strong relationships, advocate for client needs, and work closely with our coaching team to ensure clients receive maximum value from their experience.

The ideal candidate is empathetic, proactive, detail-oriented, and passionate about delivering an exceptional client experience while balancing multiple priorities.

What You'll Do:

Client Success & Relationship Management:

• Build strong client relationships by responding promptly, accurately, and professionally to client needs
• Serve as the primary point of contact for clients via phone, email, and text communication
• Conduct regular account reviews and check-ins to maintain client engagement and account health
• Manage a full portfolio of clients while ensuring a high level of service and responsiveness
• Act as a product expert, taking ownership of client concerns and escalating issues when necessary

Coach Partnership & Program Support:

• Conduct monthly coaching connection sessions with assigned coaches
• Partner closely with contracted coaches to ensure seamless client support and communication
• Track coaching sessions and maintain accurate client and coach records
• Facilitate client requests related to coach transfers, account holds, and program modifications
• Support company-sponsored seminars and events as needed

Retention & Account Management:

• Manage client renewals and coordinate with Contract Care for processing
• Monitor daily reports and client activity to proactively identify engagement opportunities
• Work collaboratively with clients and coaches to understand challenges and implement retention strategies
• Investigate program discontinuation requests and work to identify solutions that support client success
• Document all program exits, including cancellations and completions, and communicate feedback to Client Care

Team Collaboration & Continuous Improvement:

• Contribute ideas and recommendations during team meetings
• Collaborate with fellow Success Ambassadors to share best practices and support team goals
• Maintain composure and emotional intelligence in challenging or fast-paced situations
• Participate in proactive efforts to achieve departmental and company objectives

Professional Standards:

• Maintain compliance with company policies, practices, and procedures
• Demonstrate consistent attendance and on-time reporting
• Handle changing priorities and deadlines effectively
• Review work for accuracy, completeness, and quality
• Perform additional duties as assigned

Who You Are:

• A relationship-builder who genuinely enjoys helping others succeed
• Highly organized with exceptional attention to detail and follow-through
• Empathetic and customer-focused while maintaining appropriate business boundaries
• Comfortable managing multiple priorities in a fast-paced environment
• Professional, positive, and solution-oriented
• A strong communicator who can build trust with both clients and coaches
• Collaborative and adaptable, with a team-first mindset

Qualifications:

Education & Experience:

• Associate degree, specialized certification, relevant training, or equivalent experience
• 3-5 years of client success, account management, customer service, retention, or related experience

Technical & Professional Skills:

• Experience working with CRM systems, preferably Salesforce
• Strong working knowledge of Microsoft Office applications, including Excel
• Ability to manage and maintain accurate client records and documentation
• Experience handling customer-facing communications via phone, email, and text
• Understanding of client retention strategies and relationship management best practices

Supervisory Responsibilities:

This position has no direct supervisory responsibilities and operates with limited supervision. The Success Ambassador is expected to work independently while collaborating closely with leadership and teammates.

Organizational Authority:

The role has authority to influence the client experience and service delivery. The position does not carry budgetary responsibility and has limited direct influence on organizational financial decisions.

Decision-Making & Judgment:

• Works within established policies, procedures, and guidelines
• Exercises sound judgment when resolving client concerns and identifying appropriate solutions
• Handles moderately complex situations by applying experience and established precedent
• Escalates issues appropriately when necessary

Interpersonal Skills:

• Extensive interaction with clients, coaches, and internal stakeholders
• Strong relationship-building, communication, and conflict-resolution abilities
• Ability to influence positive outcomes through professionalism, empathy, and trust
• Maintains confidentiality and discretion when handling sensitive information

Language Skills:

• Fluent English communication skills, both written and verbal
• Ability to read, analyze, and interpret business documents and procedures
• Ability to prepare routine correspondence and client communications

Physical Requirements:

This is a sedentary role requiring sitting, reaching, lifting up to 25 pounds, finger dexterity, repetitive motion, talking, hearing, and visual acuity.

Stand-up desks are available upon request based on individual comfort preferences.

Work Environment:

• Well-lighted, climate-controlled office environment
• Business-casual atmosphere
• Fast-paced and collaborative work environment that may occasionally be lively or energetic

Travel:

Minimal travel (less than 5%).

Occasional overnight travel may be required to support company events, seminars, or client-facing initiatives.

Why Join Us?

At TomFerry, you'll have the opportunity to make a meaningful impact on the success of thousands of real estate professionals. You'll work alongside passionate coaches and team members who are committed to growth, excellence, and helping others achieve their goals.

If you're passionate about client success, relationship building, and creating exceptional experiences, we'd love to hear from you.