Job Description
ABOUT Property Leads is a marketing/pay-per-lead company that generates inbound and motivated seller leads in the real estate investor space. We are a team of driven individuals with lofty goals for the company and ourselves. Many companies describe themselves as families. We are more of a high-performance sports team looking to win the yearly championship. The ideal candidate is highly driven, enjoys working, is fun and friendly, and is willing to face challenges head-on in a fast-paced, ever-evolving environment. ROLE This is not a passive support role . As a Customer Success Representative at Property Leads, you are on the front lines of client relationships — responsible for retention, coaching, and saving accounts . You will spend a large portion of your day communicating directly with real estate investors via phone, SMS, email, and community channels. You will help clients: Understand the value of our leads Improve their acquisition processes Stay bought-in during tough moments And ultimately close more deals This role requires someone who can handle constant pressure, frequent complaints, and high emotional intensity — and still show up energized, solutions-focused, and ready to win the next conversation. RESPONSIBILITIES Speak with clients daily via phone, text, and email — especially during high-friction situations Handle objections, complaints, and frustration with confidence and composure Perform “reverse sales” turning unhappy clients into retained, long-term customers Coach investors on how to improve their lead handling, follow-up, and conversion Build real relationships not just transactions (be someone clients actually like talking to) Stay active in Facebook groups and community channels to support and engage clients Respond to inquiries within 30 minutes and drive resolution within 24 hours Partner with internal teams (sales, refunds, ops) to resolve complex issues Maintain accurate records of all client interactions in CRM systems REQUIREMENTS 2+ years in customer success, account management, or retention-focused roles Strong verbal communication skills (phone confidence is a must) Proven ability to handle objections and retain customers Experience building relationships with clients over time Highly organized and able to manage multiple conversations simultaneously Real estate or investor-facing experience is a strong plus RESULTS Response time: <30 minutes Resolution time: <24 hours Maintains 80%+ client retention after first 30 days without issuing credits Builds strong rapport — clients recognize them by name and are willing to engage on calls Generates consistent positive feedback (calls, texts, reviews, or direct praise) Actively engages clients in Facebook groups and community channels (not just reactive support) Takes full ownership of problems and does not pass clients between teams without context or follow-through Follows up after resolution to confirm satisfaction (not just closing tickets) Keeps leadership informed on trends, recurring issues, and client sentiment WHO THIS ROLE IS FOR This role is for someone who: Doesn’t shy away from the phone — you’d rather call than email Has a high stress tolerance and doesn’t take things personally Can hear complaints all day and still show up positive and focused Is obsessive about winning and improving — both for yourself and your clients Thrives in a fast-paced, high-demand environment Enjoys building relationships and earning trust over time Is comfortable being pushed, challenged, and held accountable WHO THIS ROLE IS NOT FOR Someone looking for a quiet, low-stress support job Someone who avoids conflict or difficult conversations Someone who prefers structured, slow-moving environments Someone who takes customer frustration personally SALARY $60,000 - $ 85,000 USD annual salary BENEFITS Comprehensive benefits package (Health, Dental, Vision). 401k with a match Fast-moving team, low bureaucracy, high ownership Flexible remote work environment.