Client Support & Relations Coordinator

About The Opportunity

American Bath Factory is a prominent provider within the home improvement and bathroom renovation industry, offering high-quality bath fixtures and solutions to homeowners and contractors nationwide. The company combines innovative products with a customer-focused approach to create customized and practical bathroom spaces. As part of its growth, the company is assembling a remote-first support team to guarantee an outstanding, timely, and smooth client experience regardless of location.

Role & Responsibilities

• Serve as the main contact point for clients, handling inquiries received through phone, email, and live chat to promptly solve issues and assist with purchasing choices.
• Collaborate with internal divisions such as sales, logistics, and product teams to monitor order progress, manage returns, and escalate complex matters with detailed documentation.
• Engage clients post-purchase to confirm satisfaction, gather feedback, and discover potential upselling or retention possibilities.
• Keep client relationship management (CRM) systems up-to-date with accurate records of interactions, preferences, and buying history to enable tailored service.
• Detect customer challenges and suggest operational enhancements to leadership aimed at improving response times and quality of issue resolution.
• Demonstrate company values by offering courteous, professional, and solution-focused support around the clock across U.S. time zones.

Skills & Qualifications

• Proficient with CRM platforms including Salesforce, HubSpot, or Zoho
• Experienced in using customer support software like Zendesk or Freshdesk
• Skilled in Microsoft Office Suite products such as Excel and Outlook
• Familiar with live chat applications like Intercom and Drift
• Knowledgeable in maintaining customer service documentation
• Competent in conflict resolution techniques
• Experience with order management systems
• Adept at remote teamwork tools including Slack and Microsoft Teams
• Preferably, experience in the home improvement or remodeling industry
• Understanding of bath fixtures or plumbing products is advantageous
• Background in upselling or retention campaigns is a plus

Benefits & Culture Highlights

• Fully remote role offering flexible scheduling to support a healthy work-life balance and effective productivity
• Incentive programs based on performance and opportunities for career advancement into client success or account management positions
• Access to continuous training, product demonstrations, and a collaborative, client-centered work environment