Live Chat Support Agent

About Our Client

Our client is a premier roofing and specialty construction management company serving residential and commercial customers throughout North Texas. The organization specializes in durable roofing solutions, energy-efficient building materials, and sustainable construction practices. Committed to exceptional craftsmanship and customer satisfaction, the company backs every installation with a 5-year workmanship guarantee, earning a trusted reputation for protecting homes and businesses across the region.

About the Opportunity

The Live Chat Support Agent serves as the primary digital point of contact for prospective and existing customers. This role is responsible for engaging website visitors through live chat, answering service-related questions, qualifying leads, and scheduling roofing inspections. Working closely with the sales and operations teams, the Live Chat Support Agent helps convert website traffic into qualified appointments while delivering a responsive, professional, and customer-focused experience.

Responsibilities

• Respond to customer inquiries through live chat regarding roofing replacement, storm damage repair, preventative maintenance, and roofing services.
• Provide accurate information about free inspections, estimates, roofing materials, and the company's 5-year workmanship guarantee.
• Qualify prospective customers and schedule on-site inspections for sales representatives and field teams.
• Deliver professional, empathetic, and solution-focused customer support during all interactions.
• Document customer conversations, contact information, appointment requests, and feedback within the CRM system.
• Collaborate with scheduling, sales, and field operations teams to ensure seamless customer handoffs.
• Maintain up-to-date knowledge of company services, promotions, roofing products, and applicable regional building practices.

Requirements

• Previous experience in customer service, client support, or live chat environments.
• Excellent written communication skills with strong grammar, spelling, and attention to detail.
• Fast and accurate typing skills with the ability to manage multiple conversations simultaneously.
• Strong problem-solving and conflict-resolution abilities.
• Self-motivated with excellent time management skills in a remote work environment.
• Experience using CRM systems and live chat platforms such as Zendesk, Intercom, LiveChat, or Salesforce is preferred.
• Experience in construction, home improvement, or roofing is a plus but not required.

Pay Range & Compensation

• $25.00 – $35.00 per hour
• Starting pay is based on experience, typing proficiency, customer support background, and related industry knowledge.
• Additional performance incentives and career growth opportunities may be available.