Virtual Call Center Representative

Primary title (standardized): Remote Customer Service RepresentativeAbout The Opportunity We operate in the construction and residential/commercial contracting sector, delivering services across repair, remodeling, and project coordination. This role supports client-facing operations by managing inbound/outbound communications, appointment scheduling, and lead qualification for field teams. The position is fully remote and focused on delivering timely, accurate, and courteous service to homeowners and business clients across the U.S. Role & Responsibilities

• Handle high-volume inbound and outbound calls and messages—qualify leads, schedule inspections/appointments, and route work to field crews using CRM workflows.
• Update and maintain customer records and job tickets in CRM/ticketing systems; ensure accurate notes, status updates, and follow-ups.
• Resolve routine customer inquiries about estimates, project timelines, billing, and service processes; escalate technical or safety issues to supervisors.
• Manage appointment confirmations, reminders, and rescheduling; coordinate with dispatch and field teams to optimize daily routes and capacity.
• Meet productivity and quality KPIs including call handle time, first-contact resolution, schedule adherence, and customer satisfaction scores.
• Participate in onboarding and ongoing training; follow call scripts, quality guidelines, and data-protection procedures to maintain compliance and brand standards.

Skills & Qualifications Must-Have

• Proven experience in a remote call center or customer service role handling inbound/outbound calls.
• Experience with CRM or ticketing platforms such as Salesforce Service Cloud or Zendesk.
• Familiarity with cloud-based contact center and VoIP tools (Five9, RingCentral, or similar).
• Reliable high-speed internet, quiet home-office environment, and ability to use softphone/headset solutions.
• Authorization to work in the U.S. and availability to work scheduled shifts, including occasional evenings or weekends.
• Strong phone etiquette, ability to follow scripts, and focus on accurate data entry.

Preferred

• Background in construction, home services, or field-service appointment coordination.
• Bilingual English/Spanish (spoken and written).
• Experience with appointment-scheduling or dispatch systems and basic Excel for reporting.

Benefits & Culture Highlights

• Competitive hourly pay with performance incentives and paid training.
• Fully remote role with flexible scheduling and a supportive, safety-conscious operations team.
• Opportunities for advancement into supervisory or dispatch/operations roles within the construction services organization.

Company: MAC Construction — hiring remote customer-facing professionals to deliver excellent service to our residential and commercial clients across the U.S. To apply, highlight any contact-center platforms you’ve used, indicate your home-office setup, and note any construction or field-service experience. Skills: operations,crm,office,microsoft excel,ticketing systems,home-office,five9,zendesk,customer service