Builder Communications Agent
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Job Description
Builder Communications Agent responsible for managing customer email inquiries and triaging requests remotely. Ensuring excellent customer service and communication throughout the workflow.
Responsibilities:
- Monitor and manage the Builder email queue throughout the day
- Respond to customer emails within established SLAs, professionally and accurately
- Triage incoming requests and determine the right course of action — handle, route, or escalate
- Route emails to the appropriate internal teams (Support, Account Managers, Implementation Specialists) when needed
- Keep communications and ticket handling organized and well-documented
- Make occasional phone calls to customers who would prefer that over email
- Complete simple, low complexity build tickets accurately and on time
- Contribute to a smooth, efficient workflow across the Builder team
Requirements:
- Proven experience in customer service and admin support
- Excellent written English and strong professional communication skills
- Sharp attention to detail and a high level of accuracy
- Strong organizational and time management skills: you can juggle a busy queue without dropping the ball
- Comfortable working within established processes while exercising good judgment
- Able to distinguish between what to handle directly and what to escalate or hand off
- A quick learner who can get up to speed on workflows efficiently
- Experience with SOP creation or process documentation is a strong asset
- Background in customer service, email support, or administrative coordination is a must
- Experience working independently in a remote setting
Benefits:
- Work from Home
- Flexible hours
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