Support Level 2 (JIH, Concierge Assistant backup)

Provide customer service to homeowners, vendors, and loan officers

Provides inbound call customer service to homeowners, vendors, and loan officers

Prospecting (Cold calling) pros based on territory/trade to quickly fill Jobs with no pros

or unresponsive pros

Use internet tools/searches to verify contractor meets standards prior to outreach

Ability to clearly understand the needs of the homeowner and relay them accurately to

the contractor

Match new and existing pros to active service requests

Quality check jobs in queue for complete info, collaborate with the team to make sure all

necessary info is listed on service request.

Complete communications and follow-ups on time

Proactively assess workload and adjust priorities in order to meet goals

Develop positive business relationships with new and existing service providers by

setting accurate expectations and communicating effectively

Explain Househappy products and services to customers using provided templates and

FAQs

Enter service requests for homeowners who need immediate assistance or a ballpark

estimate for a service

Explain promotional offers with a soft approach - no pressuring or pushing sales

Meet daily activity targets

Review service requests for completeness and accuracy

Identify if there is enough information to get pros interested

Contact homeowners to obtain missing or clarified information

Follow up on all jobs within the queue on approved timelines following procedures, using

templates and scripting provided until familiar with Househappy products and services

Use CRM to log all activities related to speaking with customers and pros

Misc duties as assigned based on staffing and business needs