Call Center Rep Remote

After-Hours Customer Service Representative (Remote)
Every Call Answered. Every Lead Called Back. No Exceptions.

Hydro Help
911 is a foundation repair and crawlspace company growing more than 50% per year.

Homeowners don't only have foundation problems between 8 and 5. Water shows up in a basement at 6 p.m. A crack gets noticed on a Saturday morning. A form gets filled out at 7:30 at night by someone who's been worrying about it all day.

When that happens, someone at Hydro Help
911 needs to pick up the phone. Fast.

We're hiring an After-Hours Customer Service Representative to be that person. You'll work remotely from a dedicated desk in your home, and you'll own our customer experience during evenings, nights, and weekends.

This is not a "keep your phone nearby in case it rings" job. It is a real, at-your-desk, headset-on, focused shift, and you will be on the phone the entire time. When you're not answering inbound calls, you're making outbound calls: calling back new leads, following up with open estimates, confirming appointments, and reaching customers we haven't been able to connect with during the day.

If the phone isn't ringing, you're dialing.

Our expectations are higher than anywhere else you've worked.

We want to be completely upfront about this before you apply.

• Inbound calls are answered within 10 seconds. Not the fourth ring. Not after the voicemail picks up. Within 10 seconds, every time.
• Every web form, text, chat, or message gets an outbound call within 60 seconds. A homeowner who just submitted a form is the most valuable lead we will ever get. We call them while they're still holding their phone.
• Zero missed calls. We do not allow any. Not one. A missed call is a homeowner who called our competitor next.

These aren't stretch goals. They are the minimum requirements of the job, and they are measured on every call through our phone system reporting. You will see your numbers, we will see your numbers, and we'll review them together regularly.

If reading that makes you a little nervous, this probably isn't the right role.

If reading that makes you think "finally, a company that takes this as seriously as I do," keep going.

• Answer every inbound call within 10 seconds, with energy and professionalism, no matter what time it is
• Listen to the homeowner, understand their problem, and make them feel like they called the right people
• Book inspection appointments directly onto our sales team's calendars
• Handle existing-customer questions, scheduling changes, and service concerns with care
• Know when something is urgent and elevate it the right way

• Monitor all incoming web forms, texts, chats, and messages during your shift
• Call every new lead within 60 seconds of it arriving
• If they don't answer, follow our follow-up sequence (call again, text, email) until you reach them or hand them off
• Turn as many conversations as possible into booked appointments

This is not an inbound-only position. Evenings and Saturdays are when homeowners actually pick up, and we're going to use that.

• Work through the daily outbound call list: leads the daytime team couldn't reach, open estimates that need a follow-up, appointment confirmations, and customers waiting on a callback
• Keep dialing between inbound calls. There is no downtime in this role; if you're not on a call, you're making one
• Move every outbound conversation forward: book the appointment, get the decision, or set the next follow-up

• Log every call, lead, and appointment accurately in our CRM before you move to the next one
• Leave clear notes so the daytime team picks up exactly where you left off
• Send an end-of-shift summary of every lead, call, and appointment you handled

• Follow our call scripts and processes consistently
• Sound like a real, confident person who cares, not a call center
• Protect the reputation we've built with thousands of homeowners

You'll likely be a great fit if you:

• Speak clear, fluent, confident English and sound natural and warm on the phone
• Are comfortable calling strangers within seconds of a lead coming in and asking for the appointment
• Take pride in speed. Fast response isn't stressful to you; slow response is
• Can stay on the phone, inbound and outbound, for an entire shift without stepping away from your desk
• Are detail-oriented and never leave a call unlogged
• Have experience with CRMs, phone systems (Ring Central or…