About the Role:

The Homeowner Services Representative serves as a primary point of contact for homeowners, providing exceptional customer service through phone and email support. This role is responsible for responding to inquiries, resolving concerns, managing service requests, and ensuring homeowners receive accurate and timely assistance while meeting established performance expectations.

Success in this role requires excellent communication skills, strong written proficiency, the ability to multitask in a fast-paced environment, and a commitment to delivering a positive customer experience while consistently achieving daily productivity goals.

Key Responsibilities

• Respond to homeowner inquiries by phone and email in a professional and timely manner
• Handle a high volume of customer interactions while maintaining quality service standards
• Meet established daily performance goals of approximately 30 tickets and 30 calls
• Research and resolve homeowner questions, concerns, and service requests
• Document customer interactions accurately within company systems
• Prioritize and manage multiple tasks while maintaining attention to detail
• Prepare professional email responses using proper grammar, punctuation, and formatting
• Escalate complex issues to the appropriate team when necessary
• Maintain confidentiality of homeowner and company information
• Spend approximately 75–100% of each shift handling phone-based communication

Qualifications & Skills

Important Skills:

• Strong customer service experience
• Excellent verbal and written communication skills
• Proficiency in grammar, punctuation, and professional email writing
• Ability to manage a high volume of calls and service requests
• Strong multitasking and time management skills
• Ability to consistently meet productivity and quality KPIs
• Strong attention to detail and organizational skills
• Proficiency with Microsoft Office applications
• Problem-solving and conflict resolution abilities
• Ability to work independently in a remote environment

Ideal Personality & Mindset:

• Customer-focused and service-oriented
• Professional and courteous
• Patient and empathetic
• Reliable and accountable
• Organized and detail-oriented
• Adaptable in a fast-paced environment
• Positive team player
• Self-motivated with a strong work ethic

Tools & Technologies

• Microsoft Office Suite

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 through Friday
• 8:00 AM – 5:00 PM EST
• Remote work environment

Compensation

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