Customer Support – Voice

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial professional point of contact for contractors and business owners

• Respond to incoming inquiries and initiate outbound follow-up calls

• Deliver clear information regarding services and the next steps

• Interact with businesses in the fields of roofing, remodeling, concrete, excavation, foundations, windows and doors, HVAC, plumbing, landscaping, painting, flooring, and custom home construction

• Establish and maintain positive relationships with contractors and business owners

• Qualify inquiries and pinpoint potential opportunities

• Collect pertinent business information and arrange consultations or appointments

• Articulate the company's SEO, Google visibility, lead-generation, and digital marketing services without making unrealistic promises

• Conduct timely follow-ups with prospects and current clients

• Record call outcomes, update customer records, and ensure precise CRM notes

• Address routine customer queries and concerns

• Troubleshoot basic issues and escalate more complex matters as needed

• Communicate customer feedback, requests, and lead information to sales, SEO, marketing, and account management teams

⛳️ Requirements

• Prior experience in customer service, administrative roles, sales support, or office work within construction, home improvement, or skilled trades

• Experience with various trades is highly desirable

• Strong spoken English skills

• Active listening abilities and professional phone etiquette

• Confidence in communicating with contractors, tradespeople, and business owners

• Knowledge of multiple trades, including roofing, remodeling, concrete, excavation, foundations, windows and doors, HVAC, plumbing, landscaping, painting, flooring, and custom homes is preferred

• Demonstrated ability to manage customer interactions, follow-up activities, appointment scheduling, documentation, and CRM updates accurately and consistently

• Dependable, organized, personable, and self-motivated

• Comfortable working independently while managing multiple conversations, priorities, and follow-up tasks in a dynamic environment

🏝️ Benefits

• Competitive salary

• Opportunity to influence the HR function of a fast-growing BPO

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past

• Career advancement and development opportunities