Join a dynamic and growing team dedicated to simplifying home improvement and delivering top-tier customer support across multiple channels. This is a full-time, remote opportunity for residents of the following states:
AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY
As a Customer Relations Specialist, you’ll be the voice of our company, helping clients, contractors, and consumers with financing, scheduling, and general inquiries related to home improvement projects. This role combines inbound and outbound call handling, live chat support, problem-solving, and operational support.
You’ll thrive if you're tech-savvy, people-oriented, and love fast-paced environments that require multitasking and critical thinking. We’re looking for individuals who are passionate about delivering exceptional customer experience and growing their skills in a remote first company. We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic environment.
Requirements
- Minimum 1 year of customer service (min 4+ years preferred)/call center or office experience required
- 2+ years in financial services, home improvement, or sales is a plus
- Experience with CRM tools and Microsoft Office Suite
- Technical proficiency with the ability to troubleshoot basic software and connectivity issues
- Strong verbal and written communication skills
- Spanish bilingual preferred
- Self-motivated, dependable, and able to work independently
- Strong attention to detail
- Excellent communication skills, a love for talking to people, and the ability to WOW customers
- Relentless drive to own the customer's problem and ability to think outside of the box to resolve them
- Excels in high-tempo settings and is adept at juggling multiple tasks, including muti-task using technology
- Must pass a background check in compliance with state and federal laws
- Previous remote work experience preferred
Responsibilities
- Handle a high volume of inbound/outbound calls in a timely, professional manner
- Identify, research, and resolve customer needs related to home improvement projects and financing options
- Follow communication scripts while maintaining a natural and empathetic tone
- Assist clients (contractors, lenders, homeowners) through various service-related requests and escalations
- Manage service requests through multiple digital platforms, ensuring timely and accurate responses
- Use internal systems to document, escalate, and track customer issues
- Work cross-functionally with internal departments to fully resolve customer concerns
- Participate in training, special projects, and team meetings as assigned
- Ensure full compliance with company policies and applicable financial regulations
- Listen to our customer’s concerns, solve problems, answer questions and work with them to find a resolution while showing empathy
- Because every customer is different, we expect you to take the initiative to truly understand our customers current challenges, solve them, and use your expertise to proactively help them avoid future challenges
- Conduct outbound follow up and engage internal departments, when needed, to fully resolve complex and/or escalated service requests
- Ensure each client has a positive experience with our company – service first
- Build strong working relationships to address and support client needs
- Complete required paperwork and documentation at the end of each day within all system(s)
- You may be asked to participate in special projects, assume new responsibilities and adjust priorities as requested
- Handle complex workmanship/contractor complaints, including the proper situational assessment and applicable escalation to Management.
- Maintain a positive, solution-oriented attitude at all times
Equipment & Work Environment
Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.
