Live Chat Agent

is a dynamic construction and project management company dedicated to delivering quality building solutions and exceptional customer experiences. We are seeking a professional, customer-focused Remote Live Chat Support Specialist to join our growing team.

About the Role

In this role, you will serve as the first point of contact for customers, contractors, vendors, and website visitors by providing prompt, accurate, and friendly assistance through live chat. You'll help answer questions, resolve concerns, provide project and service information, and ensure every customer interaction reflects 's commitment to excellence.

Responsibilities

• Respond to customer inquiries through live chat in a timely and professional manner.
• Aid customers with questions regarding 's construction services, project updates, consultations, estimates, and general inquiries.
• Guide customers through available services, scheduling, and online resources.
• Troubleshoot basic customer concerns and provide effective first-contact resolutions whenever possible.
• Deliver exceptional customer support while maintaining professionalism and empathy.
• Respond to inquiries related to appointments, billing, contracts, project timelines, and company services.
• Ensure every customer receives accurate information and a positive service experience.
• Take ownership of customer inquiries from initial contact through resolution.
• Escalate complex technical or project-related concerns to the appropriate department.
• Cook up with project managers, sales representatives, and administrative staff to ensure timely follow-up.
• Accurately document customer interactions within the company's CRM system.
• Maintain detailed customer records and update project communication logs.
• Identify recurring customer concerns and report trends to management.
• Assist with maintaining internal FAQs, customer support resources, and knowledge base articles.
• Recommend process improvements based on customer feedback and recurring inquiries.

Requirements

• Previous experience in customer service, live chat support, or virtual customer assistance.
• Excellent written communication and interpersonal skills.
• Strong problem-solving and multitasking abilities.
• Typing speed of 40–50+ WPM with high accuracy.
• Experience using CRM platforms and customer support software.
• Ability to manage multiple chat conversations simultaneously.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.

Preferred

• Experience with Zendesk, LiveChat, Intercom, HubSpot, Salesforce, or similar platforms.
• Previous remote work experience.
• Basic knowledge of construction, property management, or home improvement services.
• Familiarity with customer knowledge management systems.

is committed to fostering a supportive and collaborative team environment where employees can grow professionally and personally. We offer competitive compensation, including a salary range of $19 - $28 per hour based on experience, along with comprehensive benefits such as health, dental, and vision insurance, paid time off, paid holidays, ongoing professional development, career advancement opportunities, employee recognition & performance bonuses, and a fully remote work environment.