Client Care Representative

**Job description:**

## **About Americas Choice Inspections**

Americas Choice Inspections is a multi-inspector firm providing residential and light commercial inspections across the Greater Charlotte and Triad areas. Serving the region since 2009, we have completed 10,000+ inspections and deliver professionally trained, comprehensive reports backed by ongoing education and training. Our inspectors bring backgrounds in home construction, radon testing and mitigation, and pest control, and we are members of the North Carolina Licensed Home Inspectors Association.

## **Role Overview**

You are the first voice customers hear and the hub that keeps our routes efficient. You’ll answer inbound calls, convert client inquiries into scheduled jobs, manage customer follow-through in our CRM. This role blends sales, scheduling, relationship management, and billing.

Five or more years of inbound sales experience is required.***

## **What You'll Do:**

* **Own the phones:** Answer inbound calls/chats and clearly explain the value of our home inspection services to homebuyers and agents.
* **Convert & schedule:** Book inspections, recommend relevant add-on services (e.g., termite, mold, radon, sewer scope when applicable), and fill routes across multiple inspectors and time windows.
* **Listen first:** Ask smart questions to understand each caller’s needs, property details, and timelines.
* **Research on the fly:** Verify property details using real estate listing platforms (e.g., Zillow) while on the call.
* **Coordinate flawlessly:** Create and update orders, assign field jobs, and manage calendars with zero double-booking.
* **Follow through:** Send confirmations, reminders, and post-call follow-ups; capture notes that make life easier for clients and field teams.
* **CRM ownership:** Create/update customer records, tags, notes, and next steps; keep the pipeline clean so nothing falls through the cracks.
* **Quotes + payments support:** Send estimates/invoices, collect payments when required, and handle simple billing questions with professionalism and speed.
* **Document & improve:** Follow SOPs, call scripts, and checklists; suggest improvements as you spot them.
* **Protect the brand:** Maintain a calm, professional tone and a tidy, camera-ready appearance in all virtual meetings.

## **What You'll Bring:**

* **Sales-minded communicator:** Clear, warm, and confident English C2 level (spoken & written fluently) with excellent listening skills.
* **Chinese** is a huge plus! Must be written & spoken fluently.**_(not required)_**
* **Customer obsession:** You make people feel heard, informed, and excited to book.
* **Multitasking under pressure:** Navigate calls, calendars, CRM updates, and research without dropping details.
* **Scheduling brain:** You can juggle time windows, routes, and constraints while keeping customers happy.
* **Tech-comfortable:** Quick learner with business apps and web tools; can follow structured SOPs precisely.

## **Key Metrics (measured weekly):**

* Consistently meets or exceeds booking rate and KPI goals.
* Accurate data entry, quoting, and schedule coordination with minimal rework.
* Positive feedback from callers and teammates; QA call scores on target.
* Reliable schedule coverage and clean handoffs to inspectors with fewer day-of issues.

## **Work Hours:**

* Full-time, remote (offshore).
* Core coverage window is 8:00 AM to 6:00 PM ET. You will work 5 days (40 hrs/week) within that window, and must be available on Saturdays.
* Reliable attendance is non-negotiable.

## **Required Home Office Setup (Non-Negotiable):**

* **Computer:** Windows 11 required or latest; machine must be 2 years old or newer.
* **Monitors:** Two (2) monitors minimum for call handling + research + scheduling.
* **Internet:** High Speed, stable, wired connection strongly preferred; minimum 50 Mbps down / 10 Mbps up (100/20+ ideal).
* **Headset/Mic**: Noise-canceling headset or high-quality mic with clear audio.
* **Camera:** HD (1080p) webcam for regular video meetings.
* **Workspace:** Quiet, private, professional background; clean, tidy appearance for video calls.
* Power/Internet backup strongly preferred (UPS, secondary ISP or mobile hotspot).