ABOUT THE ROLE

Everlast Bathrooms is a fast-growing bathroom remodeling company serving South Florida and the Tampa Bay area. We take pride in delivering high-quality installations — and we're looking for a Client Experience Specialist to be the dedicated voice of our clients once a project is underway.

This is a high-impact, client-facing role. You'll be the first point of contact for customers who want updates on their installation timeline, have concerns about the outcome of their project, or are frustrated with a detail of the work performed.

Your primary job is to de-escalate, communicate clearly, and resolve issues with professionalism and empathy — all while working closely with our installation and operations team to get accurate answers quickly.

KEY RESPONSIBILITIES

• Own all inbound client calls and messages related to active and recently completed projects — including scheduling inquiries, installation status updates, and post-installation concerns.

• De-escalate upset or frustrated customers using a calm, empathetic, and solution-focused approach.

• Coordinate with the installation team, project managers, and warehouse staff to gather accurate technical information and relay it to clients in clear, professional language.

• Follow up proactively with clients to close out open concerns and ensure satisfaction before escalation.

• Document all client interactions, complaints, and resolutions accurately in our CRM (i360).

• Identify recurring issues or patterns and flag them to operations leadership for process improvement.

• Collaborate with the Tampa and South Florida teams to align on project timelines and client commitments.

• Maintain a professional, on-brand communication style across all channels — phone, text, and email.

REQUIREMENTS

• 3+ years of experience in customer service, client relations, or a call center role — with a proven track record handling difficult or upset customers.

• Exceptional spoken English — clear, articulate, and accent-neutral (non-negotiable).

• Strong written communication skills, with the ability to independently handle professional follow-ups and CRM documentation.

• Ability to stay calm, positive, and solution-oriented under pressure.

• Comfortable learning technical information related to home remodeling/construction and translating it into simple terms for clients.

• Reliable home office setup with a quiet environment and stable internet connection.

• Highly organized, detail-oriented, and self-managed in a remote environment.

WORK SCHEDULE & COMPENSATION

• This is a full-time position (8 hours per day, Monday through Friday).

• Flexible schedule options:

  • 9:00 AM – 6:00 PM (1-hour lunch break), or

  • 9:00 AM – 5:30 PM (30-minute lunch break)

• Compensation: Budget to be defined based on experience and mutual agreement.

NICE TO HAVE

• Experience in home services, construction, or remodeling companies.

• Familiarity with CRM platforms (experience with i360 or similar field service CRMs is a plus).

• Bilingual (English/Spanish) is a plus, but not required.

WHAT SUCCESS LOOKS LIKE

30 Days
Fully trained on processes, CRM, and team structure. Handling inbound client calls with supervision.

60 Days
Resolving the majority of client issues independently. Proactively managing follow-ups and maintaining clean CRM records.

90 Days
Fully independent. Owning the client experience end-to-end and identifying trends that improve operations and client satisfaction.

Everlast Bathrooms is an equal opportunity employer. We’re a growing team and we invest in people who invest in us.