Builder Communications Agent

Position Summary: We are looking for a Builder Communications Agent with a proactive and customer-focused mindset to join our team. You will play a key role in delivering a smooth experience for our customers by managing the email queue, triaging incoming requests, responding within SLA, and routing inquiries to the appropriate internal teams. Job Details: Builder Communications Agent Work from Home Mondays to Fridays | 09:00 PM to 06:00 AM (PH Time) Key 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 Qualifications: 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 Nice to Have:Experience with Hubspot - Service Hub Experience in Roofing/Construction Apply To This Job