Customer Service Representative

Posted Sep 2

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 Customer Service Representative, you will support Ergeon’s growth by ensuring that all communications are routed to the correct team that should handle the request through a high-touch, customer-first oriented experience. You will mainly interact with Sales, Project Management, or Customer Escalations. By being one of the key players in ensuring timely communications, or sharing Ergeon’s value proposition, you will be focused on creating the best customer experience above all else.

Responsibilities

  • Be a team player and constantly look for ways to share resources and assist others in your team.
  • Handling inbound calls and being able to triage them appropriately.
  • Ability to manage escalated customers and being able to de-escalate them. 
  • Maintain customer records by updating account information in our CRM.
  • Constant training to be up to date with current offerings.

Desired Skills and Experience

Must have

  • 2+ years of experience in Customer service
  • Great communication skills
  • Ability to master high-level information for our products and concepts quickly 
  • Available for flexible schedule, with weekends, working 40 hours per week between 7AM CST to 9 PM CST  
  • Organizational Skills
  • Flexibility with work hours, including possible weekends.
  • A positive attitude and a passion for customer satisfaction.

Nice to have

  • Remote work experience
  • Familiarity with Google Workspace software
  • Experience in a similar industry or product range.
  • Certification in Customer Service.

Technical Requirements

Good Laptop setup with Chrome browser

  • Minimum of 8GB RAM
  • Minimum processor:
  • For Intel variants of CPUs:
  1. Core i5 8000 Series (8th Gen) or higher for PC
  2. Core i5 10000 Series (10th Gen) or higher for laptops
  • For AMD variants of CPUs:
  1. 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 outage.

 

Compensation

Hourly Salary of 5 USD, depending on experience and location.

  • Your final compensation will depend on your placement on our Career Ladder and will be calculated hourly.
  • 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, Haiti, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Suriname, Argentina, Uruguay, and Venezuela.

Availability

  • This position is full-time with expectations of at least 40 hours per week.
  • Availability Monday through Sunday (Working 5 days per week) between 6:00am - 10:00pm CST.

Bootcamp

  • Training period 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.

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!