Position Summary:
We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams.
Job Details:
Builder Communications Agent
- Work from Home
- Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time)
Key Responsibilities:
- Monitor and manage the Builder email queue throughout the day
- Respond to customer emails within established SLAs, professionally and accurately
- Triage incoming requests and determine the right course of action — handle, route, or escalate
- Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
- Keep communications and ticket handling organized and well-documented
- Make occasional phone calls to customers who would prefer that over email
- Complete simple, low complexity build tickets accurately and on time
- Contribute to a smooth, efficient workflow across the Builder team
Qualifications:
- Proven experience in customer service and admin support
- Excellent written English and strong professional communication skills
- Sharp attention to detail and a high level of accuracy
- Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
- Comfortable working within established processes while exercising good judgment
- Able to distinguish between what to handle directly and what to escalate or hand off
- A quick learner who can get up to speed on workflows efficiently
- Experience with SOP creation or process documentation is a strong asset
- Background in customer service, email support, or administrative coordination is a must
- Experience working independently in a remote setting
- Nice to Have:
- Experience with Hubspot - Service Hub
- Experience in Roofing/Construction
