Live Chat Support Agent

Job Title: Live Chat Support Agent

Company: North Texas Custom Roofing and Construction Management

Location: Chicago, Illinois, United States (Remote)

Employment Type: Full-Time

Salary: $25.00 - $35.00 USD per hour

Job Overview

North Texas Custom Roofing and Construction Management (NTCR&CM) is seeking a dedicated and professional Live Chat Support Agent to join our remote team. Our company specialises in providing thorough, long-lasting, and environmentally friendly roofing solutions across North Texas. We are committed to delivering the highest standards of workmanship and customer service for both residential and commercial clients. The ideal candidate will be the first point of contact for our online customers, providing timely and accurate information about our comprehensive range of services. This is an excellent opportunity for a highly motivated individual with a passion for customer support to contribute to a company renowned for its quality and reliability.

Responsibilities

* Engage proactively with customers via live chat to provide exceptional support and answer enquiries regarding our services, including roofing installation, repair, and maintenance.

* Provide detailed information about our company offerings, such as free inspections, estimates, and our 5-year workmanship guarantee.

* Identify customer needs and generate qualified leads by scheduling appointments for our sales and inspection teams.

* Maintain a high level of professionalism and empathy in all customer interactions, ensuring a positive brand experience.

* Accurately document all customer interactions, enquiries, and feedback within our company systems.

* Collaborate with other departments to resolve customer issues and ensure a seamless service journey.

* Stay informed about our products, services, and industry trends to provide the most current and effective support.

Qualifications

* Proven experience in a customer-facing role, preferably as a live chat agent, customer service representative, or similar.

* Exceptional written communication skills with a keen eye for detail, grammar, and punctuation.

* Excellent typing speed and accuracy to manage multiple chat conversations efficiently.

* Strong problem-solving abilities and a talent for de-escalating challenging situations.

* A genuine passion for helping customers and delivering an outstanding service experience.

* The ability to work independently and manage time effectively in a remote environment.

* Familiarity with CRM systems and live chat software is highly advantageous.

* Previous experience or knowledge of the construction or roofing industry is a plus but not required.