Customer Support Representative - Denver, United States - HouseCall

Description

**Customer Support Representative**

at Housecall Pro Denver, Colorado, United States **At Housecall Pro,** we're committed to making the everyday lives of home services professionals better by providing solutions that support their paths to success. Our core SaaS software platform runs all aspects of a home services business, including scheduling, dispatching, job management, invoicing, payment processing, and marketing. Housecall Pro will be there to help these businesses that keep Americas homes working navigate the transition to technology adoption.

Housecall Pro was founded in 2013 and has raised over $50M in venture capital funding to date. With over 200 employees in the US, we are growing our organization commensurate with our business opportunity and expect significant headcount growth in 2021.

**The role**

As part of the Customer Support Team, you are a great communicator who is comfortable solving complex problems quickly and eloquently. Our Customer Support Representative will act as the first level of support working directly with customers to identify problems, solve them if possible, and know when to escalate to another team if needed. We provide world-class customer support via chat, email, and phone.

Youre comfortable troubleshooting with limited information, typing quickly, and providing world-class service through our different mediums. You believe that great isn't good enough. You bring an analytical mind to constantly improve the efficiency and efficacy of your interactions with our Pros.

Our Customer Support Team is extraordinary. Our average response time is less than a minute. Our customer satisfaction exceeds 95%. Our team is patient, empathetic, hard working, and above all else focused on improving the lives of our service professionals. Our success is their success.

**Compensation:** $45,000 OTE

$18 base + 20% performance bonus

**What you'll be doing:**

Be the first point of contact with our customers - the Pros.

Manage and prioritize our support channels with speed and accuracy.

Quickly identify and escalate Pros to applicable resolution path.

Prompt attention to detail to resolve Pro issues with limited information.

Troubleshoot issues and provide assistance to a broad base of customers.

Recommend improvements to Pros current workflows and provide relevant knowledge of how the software works.

Provide Pros with best practices on how to more efficiently run their business.

Suggest creative solutions or workarounds when possible to resolve a Pros need.

**Qualifications:**

High school diploma or equivalency

Tech support, customer support, or customer care experience

Interest in and knack for troubleshooting

Excellent English reading, writing and verbal communication

Reputation for being hard-working and reliable

Flexibility to periodically work on weekends or on weekdays before 8am or after 5pm

Professional attitude and demeanor when interacting with others

Bonus skills:

+ Understanding of iOS and Android devices

+ Some college coursework

**Why Housecall Pro**

Housecall Pro is a mission-driven company - Champion the Pro to Success.

We save our home service professionals time, and help them, in turn, to delight their homeowner customers.

We are tackling a large market ($700b+) generally underserved by technology and unencumbered by a dominant competitor.

We have fun at work. Really.

Competitive compensation and benefits (medical, dental, vision, life, disability, employee assistance program, 401K)

Our passionate employees bring their authentic selves to work. Housecall Pro employees are encouraged to create employee resource groups to make the world better.

Equity in a growth stage startup backed by top-tier VCs.

Paid holidays and self-managed (unlimited) paid time off.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment for all employees with equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Housecall Pro is an equal opportunity employer; committed to an environment free from discrimination, harassment, and retaliation.

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Housecall Pro are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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OMB Control Number

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act,