Customer & Client Services
Every interaction is someone's impression of your company.Hire service people who follow through.
Customer and client service roles are usually the first job a graduate takes, and the first voice your customer hears. That combination makes them easy to fill badly. A resume shows a communications degree and two summers of retail. It does not show whether someone stays level when a call goes sideways, or whether they close the loop when nobody is checking.
Katapult screens for the behaviour that holds up under pressure rather than the keywords that pass a filter. Every candidate we introduce has been interviewed by a person, assessed against how your team actually works, and coached on what the role will ask of them before they meet you.
Titles we place
The roles this covers
Titles vary by company. If yours is not listed but the work rhymes with these, it is still worth a conversation.
- Customer Service Representative
- Client Services Associate
- Member Support Specialist
- Account Support Coordinator
- Patient Services Representative
- Inside Support Associate
What we screen for
What good looks like in this function
Every candidate is interviewed by a person before you see them. These are the things we are actually listening for.
They stay level when the call does not
Frustrated customers are the job, not an exception to it. We look for people who have already handled one badly, learned from it, and can tell you what they would do differently.
They close the loop
The difference between a good service hire and an expensive one is whether the follow-up happens without a reminder. That habit shows up in how someone describes their last role, not in how they describe themselves.
They write like a person
Most support now happens in writing. Clear, warm, correct email is a skill, and it is one of the easier things to assess honestly before an interview.
They ask before they guess
A new hire who escalates early costs you a few minutes. One who guesses confidently costs you a customer.
Why early-career works here
Service teams carry real turnover, and backfilling with experienced hires means paying for habits formed at another company on another system. Early-career hires learn your process as the only process they know. The trade is that they need structure in the first ninety days, which is exactly what our program models are built around.
Other roles we hire for
Hiring for more than one function?
Katapult places across four priority categories. The screening is the same; what we listen for changes.