Client Success Representative

Client Success Representative

Department:

National Accounts Operations 17

Location:

Gallatin, TN What we offer Excellent health benefits plan, which includes medical, vision and dental options 401(k) with company match Company profit sharing plan Generous paid time-off and paid holidays Paid parental leave 2 free on-site fitness rooms Employee Assistance Program Employee Resource Groups Personal and professional development program Job Summary The Client Success Representative provides administrative and operational support for Tier 2 insurance and commercial accounts within the National Accounts Division. This role serves as a primary point of contact for routine program inquiries, documentation requests, and process guidance, ensuring accurate, timely, and consistent communication. The Client Success Representative supports the execution of national and commercial programs by maintaining program documentation, coordinating communications, and resolving standard issues independently, while escalating more complex or high-risk matters in accordance with established guidelines. You will

First Line Support:

National & Commercial Accounts Serve as the first point of contact for Tier 2 insurance accounts and commercial accounts. Respond to routine inquiries related to program requirements, participation, documentation, and process. Resolve administrative and operational questions independently using established guidelines. Triage and escalate strategic, performance related, or high risk issues to the assigned Client Success Specialist. Program Administration & Communications Maintain accurate franchise participation lists and distribution groups. Update SERVPRO.net pages and program documentation. Support for Customer Success Specialist Prepare materials for Quarterly Business Reviewss, Monthly Business Reviewss, and, including data pulls . Support onboarding coordination and administrative readiness for new and expanding programs. Assist with reporting compilation as needed. Continuous Improvement & Knowledge Management Identify recurring questions or gaps in program understanding and recommend documentation or communication updates. Contribute to knowledge base content and process improvements. You have 1-3+ years of experience in program coordination, account support, or administrative roles Strong written communication skills with the ability to draft clear, professional content Strong working knowledge of MS Office Suite, especially Power Point Exceptional attention to detail and organization Ability to manage multiple priorities and adapt as business needs evolve Comfort working independently while knowing when to escalate issues Experience supporting National, Commercial, or B2B accounts Familiarity with program documentation, web content management, or internal communications Exposure to customer success or service operations environments This position is open to candidates residing in select states, including AL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, NH, NM, NC, ND, OK, PA, SC, SD, TN, TX, UT, VA, WV, WI, and WY, subject to applicable state and local laws. Education Highschool diploma or GED required Working Conditions Fast-paced high-pressure remote environment. Standard working hours, based on a 40-hour work week. Additional working hours required as needed to complete assignments and projects on schedule Minimal travel as required for business needs. This role is primarily remote and may require intermittent travel to the office to attend business-related meetings as needed. About SERVPRO For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together. SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.