About BuildBook:
Building or remodeling a home is often a stressful and painful experience – but it doesn't have to be that way. BuildBook is on a mission to eliminate that stress and bring joy back to home improvement – for everyone involved.
BuildBook is the best construction management platform for home remodelers and builders. Our goal is to become the default choice for the over 550,000 small businesses focused on residential construction and remodeling. It's a $540B dollar a year industry, and we plan to make a dent in it by creating the best product in the space.
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Builders love us because we give them simple, powerful tools to run their businesses and help them keep their clients happy. Homeowners love us because we give them a feeling of control and help make renovations and new home builds less stressful.
As an early member of the marketing team, your work is going to have a major impact on the future of the company and our customers.
BuildBook is a remote-first startup with team members all across the US. We have a small, tight-knit team, a solid product that is gaining momentum daily, and big plans for the future. BuildBook operates as a strategic business unit within Housecall Pro, an industry-leading software provider for home services professionals.
We also offer:
- A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
- Paid holidays and flexible, take-it-as-you-need-it paid time off
- Monthly tech reimbursements
- A culture built on innovation that values big ideas, no matter where they come from
The role
As part of the Customer Support Team, you are a great communicator who is comfortable solving complex problems quickly and eloquently. You 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. We pride ourselves on providing world-class customer support via chat, email, and phone.
You are 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 and makes us stand out from similar platforms. 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 Pros). Our success is their success.
What you do each day:
- Manage and prioritize our incoming chats with speed and accuracy
- Identify and quickly connect Pros to an applicable resolution path
- Troubleshoot issues and provide assistance to a broad base of customers, becoming a product expert
- Promptly resolve Pro issues with limited information and full attention to detail
- 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 Pro's need
Qualifications:
- High school diploma or equivalency
- Tech support, customer support, or customer care experience
- Excellent English reading, writing and verbal communication
- Flexibility to periodically work on weekends or on weekdays before 8am or after 5pm
- Professional attitude and demeanor when interacting with others
- What will help you succeed in this role:
- Understanding of iOS and Android devices
- Some college coursework
- Interest in and knack for troubleshooting
- Reputation for being hard-working and reliable
Housecall Pro's brand portfolio includes BuildBook, construction management software for builders and remodelers, and CONQUER, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.
We support more than 25,000 businesses and have over 1,000 ambitious, mission-driven, genuinely fun-loving employees across the United States and all over the world. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we'd love to hear from you.
Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
Location Dependent Information:
This role is open to candidates and the expected compensation range for this role is $18-$21.60/hour (includes base and potential performance bonus). The specific hourly rate for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible to participate in Housecall Pro's the following benefits: health care insurance (medical, dental, vision, disability), employee assistance program, 401(K), flexible time off, paid parental leave, tech reimbursement, and other company benefits. Housecall Pro is growing fast and we're scaling our team to help enable and accelerate our growth.
Applicants must be currently authorized to work in the United States on a full-time basis.
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