Southland Construction, Inc. is a general contractor providing vertical, heavy highway, and utility construction services in Florida since 1977. Southland has employed as many as 240 full time experienced people with a wide variety of talents second to none in the construction industry. We perform services for both public and private clients ranging from $200,000 to $100 million.

The WFH Remote Customer Service & Data Entry Support Representative handles customer questions and resolves customer’s technical issues. The position is dealing with customer requests and complaints by following program specific guidelines. The communication with the customer takes place over the phone. The diagnosis and provision of a path to resolve inquiries and technical issues related to all aspects of our client’s product line are the main responsibilities of this position.

Overall Responsibilities:
Handling the customer technical inquiries and driving the call to resolution by troubleshooting the problems. This includes hardware, software, networking and interactions with the host computer OS and applications
Listen and respond to customers’ needs, concerns, requests and complaints
Provide information about products and services
Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
Research answers or solutions as needed
Creating and maintaining a positive and professional relationship to the customer
Refer customers to supervisors, managers, or others in case of escalation

Job Requirements:
High School Diploma or equivalent required.
Extended computer user skills including strong keyboarding skills
Basic IT knowledge (questions around iOS handling, Internet handling, commonly used IT products, etc.)
Familiarity with iOS and/or macOS, or comparable technology, is preferred
Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
Obsesses over the customer experience and constantly strives to exceed their expectations
Communicates clearly and effectively, both written and verbal (in required language)
Effectively tailors communication and style to differing audiences and reads verbal and non-verbal cues
Approaches problems flexibly and is able to adapt and modify approach without compromising outcome
Thrives in a team environment: seeks and provides expertise, challenges productively and help others succeed
Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
Stays curious and inquisitive in the pursuit of professional excellence
Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
Professional and/or personal technical troubleshooting experience
Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology

Being a high school graduate/having a GED is a requirement

Previous Home Warranty, Contractor, or Construction experience is highly preferred

3+ years of customer service or quality assurance experience

Service-oriented and collaborative team player

Possess the right attitude to handle tough calls positively and in a friendly manner

Strong attention to detail

Outstanding written and verbal communication skills

Excellent problem-solving and decision-making abilities

Must be a relationship-builder with an ability to work in a dynamic, team-based environment

Bilingual in English and Spanish is a plus