: After-Hours Support Specialist

Department: Operations / Administration

Location: Fully Remote

Schedule: Evenings and Weekends (Central Time)

Work Schedule

- Monday–Wednesday: 2:00 PM – 9:00 PM CT
- Thursday–Friday: Off
- Saturday–Sunday: 10:00 AM – 5:00 PM CT
- Pay: $7 USD an hour

Role Overview The After-Hours Support Specialist provides administrative and customer service support during evening and weekend shifts across company's home service businesses.

The primary focus is handling the same administrative responsibilities performed by the Insulation Administration team, including customer communication, lead management, scheduling, CRM updates, and coordination with internal teams.

In addition, the specialist will handle incoming after-hours calls for EcoBuild and Green Attic Roofing, making sure customer inquiries are documented and routed appropriately.

Key Responsibilities1. Primary Responsibility: Insulation Administrative Support

- Handle administrative tasks related to insulation operations during assigned shifts.
- Answer incoming customer calls, messages, and inquiries.
- Assist with new lead intake, customer information collection, and appointment scheduling.
- Maintain accurate customer records and update relevant CRM systems.
- Coordinate customer requests with the insulation sales, scheduling, and operations teams.
- Follow up on pending customer inquiries and administrative requests as assigned.
- Monitor designated communication channels and respond promptly.
- Document customer interactions, appointment details, and necessary follow-up actions.
- Assist with other routine insulation administrative duties as assigned.

2. EcoBuild After-Hours Support
- Answer incoming EcoBuild calls during designated after-hours periods.
- Respond professionally to customer inquiries and service requests.
- Collect customer contact information, service details, and relevant notes.
- Assist with appointment scheduling when authorized.
- Record new leads and customer interactions in the appropriate systems.
- Coordinate with the EcoBuild team when further assistance is needed.
- Escalate urgent matters according to established company procedures.

3.



Green Attic Roofing After-Hours Call Handling
- Answer incoming Roofing calls during assigned coverage hours.
- Collect customer names, phone numbers, service addresses, and reasons for calling.
- Document new leads, customer requests, and other inquiries.
- Forward information to the appropriate Roofing communication channels.
- Inform callers that the Roofing team will follow up on the next business day.
- Flag urgent inquiries according to company escalation procedures.

Important: Roofing support is limited to answering calls, gathering customer information, and routing inquiries. The specialist is not responsible for providing technical roofing advice or managing roofing projects.

- CRM Management and Internal Communication

- Maintain accurate records of customer interactions in HubSpot, Jobber, or other assigned systems.
- Update lead statuses, customer notes, and appointment details.
- Route customer requests to the correct company or department.
- Provide clear handoff notes for the next business day's team.
- Communicate unresolved matters and urgent customer concerns to the appropriate staff.
- Protect confidential customer and company information.

Required Qualifications
- Previous experience in administration, customer support, or inbound call handling.
- Strong spoken and written English communication skills.
- Ability to handle customer calls professionally and confidently.
- Experience with CRM systems or appointment scheduling software preferred.
- Strong organizational skills and attention to detail.
- Ability to multitask and prioritize customer inquiries.
- Comfortable working independently during evening and weekend shifts.
- Reliable internet connection, computer, headset, and quiet working environment.
- Willingness to learn company procedures and internal communication systems.





Preferred Qualifications
- Experience supporting home service or construction companies.
- Familiarity with insulation, roofing, HVAC, or related services.
- Experience with HubSpot, Jobber, or similar customer management platforms.
- Previous experience handling after-hours customer inquiries.
- Experience coordinating with remote administrative and operations teams.

Key Performance Indicators (KPIs)
- Call responsiveness: Promptly answer incoming calls during assigned coverage hours.
- Lead documentation: Record 100% of handled leads and customer inquiries accurately.
- Customer communication: Maintain professional, clear, and timely responses.
- Appointment accuracy: Schedule appointments correctly according to company procedures.
- Handoff completion: Route all unresolved customer inquiries to the proper team.
- Administrative productivity: Complete assigned insulation administrative tasks accurately and on time.
- Escalation compliance: Follow company procedures for urgent matters.
- Schedule adherence: Maintain reliable attendance and availability during assigned shifts.

Work Expectations The After-Hours Support Specialist is expected to prioritize insulation administrative responsibilities while remaining available to answer incoming EcoBuild and Roofing calls during designated coverage periods.

The specialist must be organized, responsive, and capable of switching between administrative tasks and incoming customer inquiries without losing important information.

The position does not include email marketing, marketing campaign management, newsletters, or marketing automation responsibilities.

Role Summary

Primary Focus: Insulation administrative support.

Secondary Responsibility: EcoBuild after-hours call handling and customer assistance.

Additional Responsibility: Green Attic Roofing call intake, documentation, and next-business-day handoff.

The overall objective is to maintain administrative continuity, capture incoming opportunities, and provide reliable customer support during evening and weekend operations.

Sueldo: $10,000.00 - $15,000.00 al mes

Lugar de trabajo: Empleo remoto

📌 After Hours Support Specialist (México)
🏢 Green Attic
📍 México