About the Role:

The CSR serves as the first point of contact for homeowners and customers, providing professional, courteous, and solution-focused support by phone and email. Reporting to the Operations Manager, this role requires strong communication, active listening, attention to detail, and problem-solving skills. The CSR is responsible for understanding customer concerns, resolving issues efficiently, and following through until each matter is fully addressed.

Key Responsibilities

• Serve as the first point of contact for homeowners and customers, providing responsive and professional assistance.
• Answer customer questions, assess needs, troubleshoot issues, and provide appropriate solutions.
• Use active listening and conflict-resolution techniques to de-escalate concerns and achieve satisfactory resolutions.
• Accurately update homeowner records and account details in company systems.
• Analyze customer issues and determine the appropriate next steps or resources needed for resolution.
• Follow through on customer requests and open issues until they are resolved.
• Communicate professionally and courteously with customers by phone and email.
• Maintain accuracy and attention to detail while handling customer information and account updates.
• Escalate issues appropriately when additional assistance or authorization is required.
• Spend approximately 75–100% of the shift on the phone supporting homeowners and customers.

Qualifications & Skills
Important Skills:

• Excellent customer service and communication skills
• Professional and courteous phone and email communication
• Strong active listening skills
• Conflict resolution and de-escalation abilities
• Strong problem-solving and critical-thinking skills
• High attention to detail and accuracy
• Ability to assess customer needs and identify appropriate solutions
• Strong follow-through and issue-resolution skills
• Ability to accurately maintain customer and homeowner records
• Ability to manage high-volume phone interactions

Ideal Personality & Mindset:

• Service-minded and customer-focused
• Patient, empathetic, and professional
• Calm and composed when handling difficult conversations
• Proactive and solutions-oriented
• Dependable and accountable
• Detail-oriented and quality-conscious
• Resourceful and confident in troubleshooting issues
• Strong sense of ownership and follow-through
• Adaptable and comfortable in a fast-paced environment
• Committed to creating a positive customer experience

Tools & Technologies

• Salesforce
• Microsoft Products
• Outlook
• Microsoft Teams
• C3

Skills requirements:

• Excellent English verbal and written communication
• Strategic thinker
• Writing and documentation skills
• Must be able to prioritize work
• Courteous and friendly
• Organized and has great attention to detail and quality assurance
• Ability to build trust
• Ability to work independently and manage multiple priorities
• Phone communication skills
• Other skills as required

Software requirement:

• Licensed OS

Hardware requirements:

• 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
• Private and quiet dedicated home office area
• Modern computer and operating system
• Back-ups in case of power or Telco interruptions
• Good headset and webcam (Preferably noise-canceling headset)

Work Schedule & Environment

• Monday–Friday
• Any 8-hour shift between 7:00 AM–7:00 PM CT
• Specific shift determined after training
• Candidates must be available to work at any time within the 7:00 AM–7:00 PM CT operating window
• Remote, highly customer-facing environment

Compensation

• $5/hour.
• All raises and bonuses are at the discretion of the client.