• Identify, manage, and assess customer concerns promptly (within 30 minutes to respond and within 24 hours to resolve) • Manage multiple email inboxes and redirect non-customer support-related inquiries to the appropriate teammate • Reply to customers via email and text promptly in our CRM and ticketing system • Understand our client’s journey as a lead buyer at Property Leads • Follow all Property Leads policies when handling customer support inquiries • Work closely with our refund team to resolve a refund dispute that the lead buyer declined • Update clients’ accounts when a setting that is not accessible in the client portal needs to be changed • Face and handle conflict professionally • Keep track of all customer's requests and inquiries • Work closely with the Customer Success Manager, Sales Manager & sales team to maintain or improve monthly retention rate • Communicate high-priority information promptly and escalate high-priority clients when necessary • Help develop metrics for tracking brand & product likeness • Respond to customer complaints/inquiries within 30 minutes and resolve within 24 hours or as soon as possible