Jr. Customer Service Representative (Remote)

Remote

About Ergeon

We are disrupting the trillion-dollar construction industry with technology, making it possible for almost any profession to operate remotely. Our company is the only startup combining the strengths of technology and remote work to solve the challenges of residential construction. 

Unlike most other products and services, hiring a contractor for a home improvement project is very far from a 1-click experience today. Ergeon aims to empower skilled local contractors with human and technology-powered services to make home improvement easy. We take a full-stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.

With the belief that everyone has a right to professional growth and respect regardless of their location, we proudly have staff (aka Ergeoneers) in over 40 of countries, with a great score and recommendation rating on Glassdoor. Come join us to make construction friendly and accessible!

Ergeon: [er - g- eon]

Erg = unit of work or energy

Eon = billion years

Ergeon is founded by CS Ph.D. serial entrepreneurs Jiayue (Jenny) He and Odysseas Tstatalos. They picked this name to symbolize their joint passion for using tech to revolutionize work. 

Overview of the Role

As a Junior Customer Service Agent, you will represent Ergeon in all offline inbound communications received from prospective and existing customers. You will contribute to Ergeon’s growth by routing all communications to the appropriate teams, ensuring requests are handled efficiently through a high-touch, customer-centric approach. You will primarily interact with Sales, Delivery, within other departments. As an integral figure in ensuring prompt communication and articulating Ergeon's value proposition, your primary focus will be on delivering the best customer experience possible.

Responsibilities

As a Jr. Customer Service Agent a typical day will include the following:

• Handle Admin communications tasks for Delivery and Sales Teams
• Will handle incoming communications through live chat sessions
• Handle requests from: Yelp, Thumbtack, Facebook/IG and other social media platforms
• Will handle triaging for Front (Email and SMS communications platform) and Talkdesk Voice Mails for both Sales and Delivery teams. 
• Facilitate communication between customers and project managers by sending emails. 

Desired Skills and Experience

Must have:

• Strong communication and customer rapport building skills through written communications
• Ability to master high-level information for our products and concepts quickly 
• Attention to detail, organization and prioritization skills
• 1.5+ year(s) experience in Customer Service 
• Written English fluency
• Available for flexible schedule, with weekends, working 40 hours per week between 7AM CST to 9 PM CST  

Nice to have

• Customer Service experience in general labor or in the construction industry
• Experience using CRM tools like Pipedrive, Talkdesk, or Front

Technical Requirements

Good Laptop setup with Chrome browser

• Minimum of 8GB RAM
• Minimum processor:
• For Intel variants of CPUs:
• Core i5 8000 Series (8th Gen) or higher for PC
• Core i5 10000 Series (10th Gen) or higher for laptops
• For AMD variants of CPUs:
• AMD Ryzen 5, 4500 (4th Gen) or higher

Stable high-speed internet connection

• At least 10mbps upload and 20mbps download with ethernet connection

Headset

• With a noise cancelling microphone

Power backup

• 250-300W UPS

Data availability

• Ability to access up to 1.5GB of data per day during storm outages

Compensation

• Hourly rate US $4.00 (40 hours per week)
• You'll be paid weekly through Upwork (www.upwork.com), the platform we choose to hire and pay our Ergeoneers all over the world.

Additional important information

Location

• This is a 100% remote position, for people located in: Belize, Bolivia, Brazil, Chile, Colombia, Costa Rica Ecuador, El Salvador, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru and Uruguay, Argentina.

Bootcamp

• World-class, Fully Paid, Training of 2 weeks including: 1-1 sessions, constant mentoring, teamwork, practical use and understanding of our technical tools, and live exercises to develop abilities.
• You are going to be able to do a full immersion in the day-to-day job, enjoy our amazing company culture, make great friends, and learn a lot!
• We are completely convinced that this period gives you the opportunity to decide if the job and the company are your perfect match, and it also helps us to know you better.

Availability

• The position is full-time, based on a 40 hours work week.
• Availability Monday through Sunday from 7AM CST to 9 PM CST
• The expectation is to cover at least 40 scheduled hours that fall on any of the days mentioned above.
• Most commonly this will mean working 4 days of the week + 1 weekend day.

Ergeon’s benefits and perks for full staff members

 Competitive compensation: We invest in people! We are constantly doing worldwide market research in order to offer globally competitive salaries. And we are well funded by VCs.

  All-Remote since the beginning: We have a diverse team spread across 40+ countries. We stay connected through the best remote work practices such as flexible work hours, team events, remote happy hours, and by sharing our love of food!

    Tech, Wellness & Learning fund: You can have a $400USD bonus per year for software and hardware tools, workplace improvements, fitness-related spending (includes things like yoga classes, Fitbit tracker, new running shoes, gym membership. . .), and books, courses, training, or even attending conferences.

 Stock options: All staff is eligible after 6 months of full-time work.

  Birthday Paid day off: You can take the exact day, or Friday before if it is on a weekend!

  Flexible Paid time off: You can take 12 days after working 6 months, PLUS 2 extra days per year for a maximum of 20 days.

  Free Headset Benefit: You can get a noise-canceling headset since your first day working full-time.

 Equipment: Laptop replacement after 1 year of full-time work. And every 3 years after that.

  Co-Working Fund: Meet in groups of 3+ Ergeon friends and get reimbursed up to USD $20 for coffee, co-working, etc (once per quarter).

 Language Classes: here at Ergeon you will have the opportunity to learn or improve a language!

  Remote Health: Health insurance is essential for ensuring that our staff has peace of mind and access to help where and when they need it.

Subsidized Health Insurance is available to all of our staff, no matter where they’re located.

This benefit will be available 6 months after graduation date. Ergeon will cover a portion of your plan cost directly with SafetyWing, our partner. Signing up for this plan is optional.

We believe everyone has a right to professional growth and respect, no matter their location.

Ergeon’s workforce is given meaningful opportunities and is supported by a kind and diverse community.

Our global staff (Ergeoneers) have access to career growth, amazing work culture, and great benefits.

Come join us to transform the construction industry!