JO
Steward (Customer Service Associate)
- Hiring from
- Worldwide
- Work type
- Remote
- Posted
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Job Description
This is a remote position.
About Rafter:
Rafter provides homeowners with peace of mind. Our subscription service helps to connect homeowners with knowledge, support, home professionals, and preventative maintenance to protect, improve, and enjoy their most valuable asset: their home! We aim to be the trusted partner for anything related to the home. The Rafter service is human centric. Talk to real humans and get excellent, personalized service. Here’s where you come in:
Job Description:
Stewards are the most important roles on our team, as they are the first point of contact for our customers whenever they need help. As a Steward, you will help to remotely diagnose issues that homeowner’s request help with, provide immediate support based on your knowledge and expertise as able, or connect them to a network of service providers who can provide more support virtually or in-person. Stewards are independent contractors (1099) who support the company based on the hours they are available to work. Stewards can work from anywhere with a broadband internet connection. We offer a competitive hourly rate.
Your Responsibilities:
- Respond to incoming requests in a timely fashion via email, chat, or phone
- Use your knowledge of home questions and our home information database to triage a homeowner’s needs
- If you can’t solve the issue, appropriately escalate following Rafter'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
Requirements:
- 5+ years of customer service in a home services capacity (i.e. Home Depot/Lowe’s/Ace hardware associate, handyman etc)
- Breadth of knowledge and experience with diagnosing and resolving a range of minor homeowner issues (e.g., light switch not working, clogged drain, leaky faucet)
- Excellent written and verbal communication skills and patience to work through an issue
- Familiarity using customer service software or helpdesk ticketing systems
- Bonus points for having deep knowledge in a specialty area (i.e. electrical, HVAC, plumbing)
- 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.