Key Facts

Remote From:

Full time

English

Hard Skills

Escalation Procedures Help Desk Support Service Level Management Queue Management Help Desk Support Process Management Help Desk Support Project Documentation HubSpot CRM

Other Skills

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Customer Service
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Decision Making
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Professional Communication
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Multitasking
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Time Management
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Organizational Skills
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Detail Oriented
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Quick Learning

Roles & Responsibilities

Proven experience in customer service and admin support
Excellent written English and strong professional communication skills
Sharp attention to detail and a high level of accuracy
Strong organizational and time management skills: ability to juggle a busy queue

Requirements:

Monitor and manage the Builder email queue throughout the day
Respond to customer emails within established SLAs, professionally and accurately
Triage incoming requests and determine the right course of action — handle, route, or escalate
Route emails to the appropriate internal teams when needed

Sourcefit DR

About Sourcefit DR

Sourcefit is focused on providing custom offshore solutions. We help companies large and small to lower costs and increase productivity by providing highly-skilled, highly-motivated staff who can match the performance of onshore staff at a fraction of the cost. At Sourcefit, we understand that successful outsourcing requires more than just great staff. We are committed to working closely with you every step of the way to understand your goals and seamlessly transfer your business culture and successful business processes to an offshore environment. At Sourcefit there is never any obligation until you're comfortable you've found the perfect fit for your business needs. We offer various levels of operational and project management depending on your needs. You supply the vision and we handle the rest: from recruiting and pre–screening of candidates, providing all necessary office support, equipment and infrastructure, as well as end to end HR management.Established by Andy Schachtel, an American entrepreneur with over 20 years of experience in outsourcing both as a client and as a service provider, Sourcefit currently has over 1500 employees and is growing steadily. In light of this rapid growth, Sourcefit remains dedicated to preserving its entrepreneurial start-up spirit, actively nurturing innovation and agility in its operations, with branches in the Philippines, Armenia, the Dominican Republic, and South Africa. Above all, Sourcefit endeavors to make sure that each of our clients feel that they have our undivided attention and provide them with customized solutions that fit their business.Contact us today for a free consultation.Visit sourcefit.com to find out how our services can help you grow your business.For information and updates on outsourcing, offshoring, productivity and cost-effective business solutions, visit Sourcefit's official channels:http://www.sourcefit.comFacebook, Instagram, Twitter, Youtube, Tiktok: @SourcefitPH

Founded: 2018

Company size: 11 - 50

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Job description

Position Summary:

We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams.

Job Details:

Builder Communications Agent

Work from Home
Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time)

Key Responsibilities:

Monitor and manage the Builder email queue throughout the day
Respond to customer emails within established SLAs, professionally and accurately
Triage incoming requests and determine the right course of action — handle, route, or escalate
Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
Keep communications and ticket handling organized and well-documented
Make occasional phone calls to customers who would prefer that over email
Complete simple, low complexity build tickets accurately and on time
Contribute to a smooth, efficient workflow across the Builder team

Qualifications:

Proven experience in customer service and admin support
Excellent written English and strong professional communication skills
Sharp attention to detail and a high level of accuracy
Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
Comfortable working within established processes while exercising good judgment
Able to distinguish between what to handle directly and what to escalate or hand off
A quick learner who can get up to speed on workflows efficiently
Experience with SOP creation or process documentation is a strong asset
Background in customer service, email support, or administrative coordination is a must
Experience working independently in a remote setting
Nice to Have:
- Experience with Hubspot - Service Hub
- Experience in Roofing/Construction