Inbound Customer Service Representative

Overview

This job is in Houston. You must currently live in the Houston area to be considered.

Big State Home Buyers is an established real estate investment firm located in Houston, Texas. We specialize in providing homeowners with straightforward and compassionate solutions for selling their properties. As our organization continues to expand, we are seeking a dedicated professional to join our team and contribute to our growth.

If you love the idea of connecting with people, asking great questions, and being the bridge between overwhelmed homeowners and life-changing solutions, this role is for you. The Connection Specialist is the first point of contact for homeowners. You’ll play a critical role in qualifying leads and setting the acquisitions process up for success. This role runs on two engines: one powered by empathy and rapport to build trust in sensitive moments, and one fueled by precision to gather the details that drive every downstream decision.

The best conversations strike a balance between care and clarity, with the ultimate goal of moving the seller toward an on-site appointment.

You are naturally empathetic and able to connect with people in stressful situations. Curious and proactive — you ask great questions and listen deeply. You are calm under pressure, composed, and professional. You re self-driven and reliable, with a desire to help others while achieving measurable goals. Bonus points for lead intake experience at a law firm, or for claims adjusting experience.

• Serve as the primary point of contact for all inbound leads, conducting preliminary research on web submissions to prepare for effective outreach.
• Engage potential clients in consultative conversations to build rapport, understand their motivations, and qualify their needs against established company criteria.
• Coordinate and schedule property inspection appointments for qualified homeowners with members of the Acquisitions team, ensuring a seamless client handoff.
• Maintain accurate and detailed records of all client interactions, lead statuses, and relevant property information within the CRM system.
• Contribute valuable feedback to support the continuous improvement of team scripts, intake processes, and qualification standards.

• Exceptional Communication: Superior verbal and written communication skills with a professional and engaging telephone manner.
• Interpersonal Acumen: Demonstrated ability to build rapport and establish trust with a diverse clientele, often during sensitive situations. A high level of empathy, active listening, and patience is essential.
• Analytical
  
  Skills:
  
  An inquisitive nature with strong analytical and problem-solving skills to effectively assess client needs and qualify opportunities.
• Adaptability: Proven ability to thrive in a dynamic, fast-paced environment and manage changing priorities effectively.
• Organizational
  
  Skills:
  
  Excellent time management and organizational skills with a high degree of reliability and self-motivation.
• Collaborative Spirit: A team-oriented mindset with a commitment to contributing to overall team and company success.

• Bachelor s degree is preferred.
• Previous experience in a client-facing role, such as inside sales, customer service, or lead generation, is highly desirable.
• Proficiency with CRM software and standard office technology is required.
• Schedule: Flexibility to work weekends is required to accommodate client availability.