Live Chat Agent

About Burjline Builders

Burjline Builders is an energetic construction and project management firm committed to providing superior building solutions alongside outstanding customer experiences. We are expanding our team with a Remote Live Chat Support Specialist who is professional and customer-oriented.

Role Overview

As a Live Chat Agent, you will function as the initial contact for customers, contractors, vendors, and site visitors by offering prompt, accurate, and courteous support through live chat. Your role includes addressing inquiries, resolving issues, delivering project and service details, all while showcasing Burjline Builders' dedication to quality service.

Key Responsibilities

• Promptly respond to queries received via live chat, maintaining a professional tone.
• Provide assistance relating to construction services, project progress, consultation processes, cost estimates, and general questions.
• Guide clients through service options, appointment scheduling, and online tools.
• Resolve basic issues on first contact whenever feasible.
• Offer excellent customer service with professionalism and empathy.
• Address inquiries about appointments, billing, contracts, project timelines, and other company services.
• Ensure customers are accurately informed and enjoy a positive support experience.
• Own queries from initiation through to resolution, escalating complex issues to relevant teams.
• Collaborate with project managers, sales, and administrative personnel for timely follow-up.
• Record all customer communications thoroughly in the CRM system.
• Maintain accurate records and update logs around project interactions.
• Identify frequent customer issues and report patterns to supervisors.
• Support upkeep of internal FAQs and knowledge base materials.
• Suggest process enhancements based on feedback and common questions.

Qualifications and Skills Required

• Prior experience in customer service, live chat support, or virtual assistance roles.
• Strong written communication and interpersonal skills.
• Excellent problem-solving capabilities and ability to multitask.
• Typing speed of 40 to 50 words per minute with high accuracy.
• Familiarity with CRM tools and customer support software.
• Capacity to handle multiple simultaneous chat interactions.
• Good organization and keen attention to detail.
• Self-motivated and capable of independent work in remote settings.

Preferred Qualifications

• Experience working with platforms such as Zendesk, LiveChat, Intercom, HubSpot, or Salesforce.
• Previous experience in remote positions.
• Basic understanding of construction, property management, or home improvement sectors.
• Knowledge of customer knowledge management systems.

Compensation and Benefits

• Hourly pay ranging from $19 to $28, dependent on experience.
• Comprehensive medical, dental, and vision insurance.
• Paid vacation and sick leave.
• Paid holidays.
• Opportunities for career growth and professional training.
• Employee recognition programs and performance-based bonuses.
• Flexible scheduling with a fully remote work environment.