Live Chat Agent

Location: Remote (Work from Home)

Job Type: Full-Time / Part-Time

Salary: $19 - $28 per hour (Based on Experience)

BENEFITS 

• Health, Dental & Vision Insurance
• Paid Time Off (Vacation & Sick Leave)
• Paid Holidays
• Flexible Remote Work Schedule
• Career Growth & Professional Development
• Employee Recognition Programs
• Performance-Based Incentives
• Supportive & Collaborative Team Environment

JELBUILD is a dynamic construction and project management company dedicated to delivering quality building solutions and exceptional customer experiences. We are seeking a professional, customer-focused Remote Live Chat Support Specialist to join our growing team.

In this role, you will serve as the first point of contact for customers, contractors, vendors, and website visitors by providing prompt, accurate, and friendly assistance through live chat. You'll help answer questions, resolve concerns, provide project and service information, and ensure every customer interaction reflects JELBUILD's commitment to excellence.

Live Chat Customer Support

• Respond to customer inquiries through live chat in a timely and professional manner.
• Assist customers with questions regarding JELBUILD's construction services, project updates, consultations, estimates, and general inquiries.
• Guide customers through available services, scheduling, and online resources.
• Troubleshoot basic customer concerns and provide effective first-contact resolutions whenever possible.

Customer Service

• Deliver exceptional customer support while maintaining professionalism and empathy.
• Respond to inquiries related to appointments, billing, contracts, project timelines, and company services.
• Ensure every customer receives accurate information and a positive service experience.

Issue Resolution

• Take ownership of customer inquiries from initial contact through resolution.
• Escalate complex technical or project-related concerns to the appropriate department.
• Coordinate with project managers, sales representatives, and administrative staff to ensure timely follow-up.

Documentation & Data Management

• Accurately document customer interactions within the company's CRM system.
• Maintain detailed customer records and update project communication logs.
• Identify recurring customer concerns and report trends to management.

Knowledge Base Support

• Assist with maintaining internal FAQs, customer support resources, and knowledge base articles.
• Recommend process improvements based on customer feedback and recurring inquiries.

Required

• Previous experience in customer service, live chat support, or virtual customer assistance.
• Excellent written communication and interpersonal skills.
• Strong problem-solving and multitasking abilities.
• Typing speed of 40–50+ WPM with high accuracy.
• Experience using CRM platforms and customer support software.
• Ability to manage multiple chat conversations simultaneously.
• Strong organizational skills and attention to detail.
• Ability to work independently in a remote environment.

Preferred

• Experience with Zendesk, LiveChat, Intercom, HubSpot, Salesforce, or similar platforms.
• Previous remote work experience.
• Basic knowledge of construction, property management, or home improvement services.
• Familiarity with customer knowledge management systems.

Employee Benefits

• Medical, Dental & Vision Insurance
• Paid Vacation & Sick Leave
• Paid Holidays
• Ongoing Professional Development
• Career Advancement Opportunities
• Employee Recognition & Performance Bonuses
• Fully Remote Work Environment