Homeowner Support Representative

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

📋 Description

• Deliver exceptional customer service through phone, email, and online chat to homeowners, distributors, and dealers.

• Assist clients with product registration processes.

• Organize onsite visits, product knowledge training sessions, and inspections with HVAC dealers or contractors.

• Provide consumers with relevant information regarding local dealers, contractors, and Extended Service Agreement repair providers.

• Respond swiftly to inquiries via phone, mail, and email.

• Address complaints related to social media, executives, and the BBB.

• Collaborate with distributor technical representatives during site visits.

• Manage and distribute incoming mail.

• Conduct data entry tasks; review, process, file, and maintain documentation.

• Undertake special projects as assigned.

• Seek guidance from internal technical support when necessary.

• Identify and propose opportunities for process improvements.

• Prioritize cases related to Insurance, Attorney General, BBB, and Legal by coordinating with relevant departments and management.

• Escalate urgent matters to the team lead or manager.

• Provide support to cross-functional teams, including the Warranty department.

• Assist in training new team members.

• Carry out additional duties as assigned.

• Follow direction from the lead.

• Report directly to the Manager – Homeowner Support.

⛳️ Requirements

• High School Diploma or GED.

• 2-3 years of experience in an office setting and in customer service roles.

• Outstanding customer service and interpersonal skills.

• Capability to de-escalate negative situations effectively.

• Proficient in communicating ideas to instruct, inform, persuade, or motivate colleagues.

• Proficiency in MS Office, including Outlook, Word, Excel, Access, and PowerPoint.

• Skills in word processing, data management, and presentation development.

• Strong attention to detail and accuracy.

• Critical thinking and problem-solving abilities, incorporating inductive and deductive reasoning, analysis, and interpretation.

• Effective organizational and time management capabilities.

• Capacity to interpret and adhere to work instructions and company policies and procedures.

• Good judgment, a strong work ethic, and integrity.

• Ability to perform essential job functions with or without reasonable accommodations.

• Must have legal authorization to work in the United States.

• Must not require employer-sponsored work authorization now or in the future.

🏝️ Benefits

• Equal employment opportunity.

• Reasonable accommodations for individuals with disabilities.