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About Our Client

Our client is a leading roofing and specialty construction management company serving residential and commercial clients across North Texas. They focus on providing durable roofing solutions, energy-efficient materials, and sustainable construction techniques while ensuring outstanding craftsmanship. Each roofing installation is guaranteed with a 5-year workmanship warranty, establishing a trusted reputation for safeguarding homes and businesses in the area.

Role Overview

The Live Chat Support Agent acts as the first point of digital contact for both prospective and current customers. Responsibilities include engaging with visitors on the company website via live chat, addressing service inquiries, qualifying potential leads, and arranging roofing inspection appointments. The role collaborates closely with sales and operations teams to convert website visitors into qualified appointments, maintaining a professional and customer-centric approach throughout all communications.

Key Responsibilities

Handle customer questions via live chat concerning roofing replacement, storm damage repair, preventative maintenance, and other roofing services.
Provide clear and accurate details about free inspections, estimates, roofing materials, and the industry-leading 5-year workmanship guarantee.
Identify and qualify potential customers, scheduling on-site inspections for sales and field personnel.
Deliver empathetic, professional, and solution-oriented support in all customer interactions.
Keep detailed records of customer conversations, contact details, appointment requests, and feedback using the CRM system.
Work in partnership with scheduling, sales, and field teams to ensure smooth transitions and customer satisfaction.
Stay informed on company offerings, promotions, roofing products, and regional building practices.

Candidate Requirements

Previous customer service, client support, or live chat experience is essential.
Strong written communication skills, with attention to grammar, spelling, and detail.
Ability to type quickly and accurately while managing multiple chats simultaneously.
Good problem-solving ability and skills in resolving conflicts.
Self-driven with excellent time management suitable for remote work settings.
Familiarity with CRM tools and live chat platforms like Zendesk, Intercom, LiveChat, or Salesforce is advantageous.
Background in construction, home improvement, or roofing is beneficial but not mandatory.

Compensation

Hourly pay range between $25 and $35, depending on experience, typing skills, customer service history, and industry knowledge.
Additional incentives tied to performance and opportunities for career advancement may be provided.

Equal Opportunity Statement

The employer upholds equal employment principles, embracing diversity and fostering an inclusive workplace where all qualified candidates receive fair consideration irrespective of race, color, religion, gender identity, sexual orientation, or national origin.

Live Chat Support Agent