Home Services Call Center Agent (CRM Experience Required)

EverService Holdings, LLC; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic team as a customer service representative in a remote-first environment! This role is perfect for those passionate about providing exceptional service to clients in the home services industry. You'll be the first point of contact, managing inbound and outbound calls while ensuring a seamless customer experience. With a focus on effective communication and empathy, you'll help secure appointments and assist clients with their needs. Enjoy the flexibility of remote work and a range of benefits including medical insurance, 401(k) matching, and paid time off. If you're ready to make an impact in a fast-paced environment, this opportunity is for you!

Benefits

Remote-First Environment

Medical, Dental, & Vision Insurance

Company 401(k) Matching

Monthly Phone & Data Stipend

Paid Vacation & Sick Time Off

Paid DOUBLE hourly rate on holidays

Qualifications

• 2+ years in a high-volume virtual call center required.
• Experience in customer-facing roles in home services preferred.

Responsibilities

• Collect and input caller information accurately to qualify leads.
• Follow specific instructions for appointment scheduling and call transfers.

Skills

Customer Service

Effective Communication

Problem Solving

Typing Speed (30 wpm)

CRM Experience

Call Management

Tools

ServiceTitan

HouseCall Pro

Sera CRM

Job description

About Nexa Receptionists:

Nexa Receptionists’ 24/7/365 live answering service is a home-services focused call center that handles leads through inbound and outbound calling, chat and SMS services, appointment scheduling, customized scripts and reporting, web form follow up, increased prospective client conversion and direct integration to existing software.

Summary of Position:

Service Titan, HouseCall Pro or Sera Experience CRM service preferred! You will serve as the first point of contact for customer service and appointment setting calls for our fast paced, elite home services clientele. You will provide exceptional service by communicating effectively, professionally and compassionately, while applying an upbeat customer service attitude in all forms of communication and persuasion to secure booked appointments efficiently.

*** MUST BE AVAILABLE TO WORK WEEKENDS & HOLIDAYS***

Position 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

Minimum 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 highly preferred
• 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
• Must meet the following internet requirements:
• 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)

We’ve got you covered:

EverService is proud to offer a variety of benefits to support employees and their families, including:

• 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

About EverService Holdings, LLC:

EverService is a global provider of tech-enabled business solutions for companies of all sizes, helping them to grow and scale with digital marketing, website design & development, scheduling & booking services, 24/7 answering services, inbound & outbound sales, live virtual receptionists, client & patient intake, and IT services. The company focuses on end-to-end solutions specialized for the legal, medical, home services, retail and technology industries integrated with clients’ CRM, EHR and operational systems.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.