Home Services Call Center Agent

Summary

Join Nexa Receptionists as a live answering service representative, providing exceptional customer service and appointment scheduling for our elite home services clientele. You will be the first point of contact, handling inbound and outbound calls, chat, SMS, and web form follow-up. This fast-paced role requires excellent communication skills, the ability to manage a high call volume, and proficiency in using CRM systems (ServiceTitan, HouseCall Pro, or Sera preferred). Weekend and holiday availability is mandatory. You will be responsible for accurately collecting and inputting caller information, following account-specific instructions, and meeting productivity goals. A background check and drug screening are required.

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
• 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

Preferred Qualifications

ServiceTitan, HouseCall Pro or Sera CRM experience highly preferred

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