Expert Technician

This is a remote position.

About Rafter:

Job Description:

Experts help homeowners solve problems that are a bit more complex or require more “hands-on” support. As an Expert, you will be providing consultations to homeowners virtually either to help further diagnose and resolve a problem or to provide coaching for a homeowner to complete a repair/project on their own.

Stewards are independent contractors (1099) who are compensated based on resolving the issues they are assigned

Your Responsibilities:

• Respond to incoming requests in a timely fashion via phone, chat, or email
  

• If you can’t solve the issue, appropriately escalate following Steward’s procedures
  

• Capture the appropriate information about the issue and engage in follow-ups with the homeowner and issue as needed
  

• Ensure a positive experience for our homeowners
  

Qualifications:

• 10+ years of customer service in a specific home services capacity (i.e. electrical, HVAC, plumbing)
  

• Depth of knowledge and experience with diagnosing and resolving a range of homeowner issues related to your specialty
  

• Excellent written and verbal communication skills and patience to work through an issue
  

• You get a sense of satisfaction when you help someone solve an issue and teach them something
  

About you:

You're passionate about helping people overcome the natural challenges of homeownership. You are patient, empathetic, and willing to “go the extra mile” to ensure customers feel taken care of and supported.