Home Services Call Center Agent

Summary

Join Nexa Receptionists as a live answering service representative, serving as the first point of contact for customer service and appointment scheduling for home services clients. You will be responsible for collecting and inputting caller information, following account-specific instructions, identifying and escalating issues, and meeting productivity goals. This fast-paced role requires exceptional customer service skills and the ability to handle a high volume of calls. Experience with ServiceTitan, HouseCall Pro, or Sera CRM is required, along with strong communication skills and the ability to type 30 wpm with 94% accuracy. Weekend and holiday availability is mandatory. EverService offers a remote-first environment and various benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Requirements

• 2+ years of experience in a high-volume virtual call center required
• 1+ years of experience in a customer facing role, preferably within the home services or HVAC industry required
• ServiceTitan, HouseCall Pro or Sera CRM experience required
• Ability to type 30 wpm with 94% accuracy
• Ability to read, write and speak English fluently
• Excellent written and verbal communications skills, specifically spelling and grammar
• Ability to handle a high-volume of callers in a virtual environment
• Experience managing both inbound and outbound call types
• Experience with initiating outbound calls and appointment scheduling, while ensuring a seamless and efficient customer experience
• Applicants must be willing to undergo and successfully pass a criminal background check and pre-employment drug screening
• Internet connection type: Fiber or Cable internet service provider (Satellite, DSL & WiFi are NOT supported)
• High speed internet (at least 10 Mb upload and at least 50 Mb download)
• Capability to directly connect into your router/modem with an ethernet cable (ethernet cable will be provided)

Responsibilities

• Conversationally collect and correctly input caller information accurately to qualify a lead in client’s CRM
• Follow account specific instructions including scripted verbiage, appointment scheduling and call transfers procedures
• Identify and escalate issues accordingly
• Adjust communication style for each call, conveying confidence and empathy where appropriate
• Meet productivity goals
• Maintain call control while providing exceptional customer service
• Manage and record off system time appropriately, honestly, and accurately

Benefits

• Remote-First Environment
• Medical, Dental, & Vision Insurance
• Company 401(k) Matching
• Monthly Phone & Data Stipend
• Paid Vacation & Sick Time Off
• Paid DOUBLE your hourly rate, when working company observed holidays