After-Hours Customer Service Representative (Remote)

Every Call Answered. Every Lead Called Back. No Exceptions.

HydroHelp911 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 HydroHelp911 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.

The Standard You'll Be Held To

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.

What You'll Own

Answer the Phone

• 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 escalate it the right way

Chase Every Lead

• 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

Work the Outbound List

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

Keep the Record Straight

• 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

Represent HydroHelp911

• 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

Who We're Looking For

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 (RingCentral or similar), Google Sheets, and Google Docs
• Are self-disciplined enough to hold yourself to a high standard when no one is watching
• Own your mistakes, fix them, and don't make the same one twice

Experience in home services, construction, or appointment setting is a plus.

Your Home Office Requirements

Because this is a real remote desk position, you must have:

• A quiet, private, dedicated workspace with no background noise during your shift
• Reliable high-speed internet plus a backup connection (a mobile hotspot from your phone is fine)
• A modern computer and a quality noise-cancelling headset
• The ability to be seated and logged in for your full shift, every shift

If your internet goes down, the homeowner still called. We need to know you'll still answer.

Training and What We Expect You to Learn

You'll start with 2-3 days of in-person training at our office in Dallas, NC. We'll work with your schedule to make that happen. Depending on how those days go, there may be additional training before you take live calls on your own.

But the in-office days are only part of it. Homeowners will call you describing a wet crawlspace, a sagging floor, a cracked wall, or a sinking driveway, and they'll want to know: can you fix this? You need to be able to answer that confidently and accurately.

That means you'll put in the work to learn our business:

• Study our website until you know every service we offer and the problems each one solves
• Watch our YouTube videos so you understand what our crews actually do in the field
• Follow us on social media and keep up with our projects
• Learn the difference between a problem we fix and one we refer out, so you never book an appointment we can't serve or turn away one we can

We'll give you the materials and the support. The effort is on you. People who treat learning our business as part of the job do well here.

Schedule

• Monday-Friday: 5:00 p.m. - 9:00 p.m. Eastern
• Saturday: 8:00 a.m. - 4:00 p.m. Eastern
• 28 hours per week
• You must be at your desk and available for the full shift. This role does not work around another job.

Compensation

We pay for performance, and we pay well for it.

• $14 per hour base (28 hours per week)
• Plus $15 for every appointment you set that the homeowner keeps
• At 25 kept appointments per week, that's about $767 per week, or roughly $40,000 per year for a part-time schedule
• No cap. More appointments, more pay.

The appointment bonus is unlocked each week only if you meet the standard:

• 95% or more of inbound calls answered within 10 seconds
• 95% or more of new leads called within 60 seconds
• Zero missed calls

Miss the standard for the week and you receive your base pay only. Meet it, and every kept appointment pays. Bonuses are calculated from our phone system and CRM reporting and paid one week in arrears, so you'll always see exactly where your numbers came from.

Also included:

• Paid in-person training on our services, systems, and call process
• The opportunity to grow with a company that is expanding into new markets every year

Why HydroHelp911?

We take this role seriously. After-hours coverage is not an afterthought for us. It's a growth lever. Every lead you book is real revenue, and you'll know exactly how much you contributed.

You'll know where you stand. We measure everything. You'll always know how you're performing, and good performance gets noticed.

We're growing. More than 50% per year, with additional markets and acquisitions ahead. People who prove they can hold a high standard get more responsibility.

This Might Be For You If...

You've worked somewhere that let calls go to voicemail and it drove you crazy.

You believe the first 60 seconds after a lead comes in decide whether you win the customer.

You'd rather be measured and rewarded than blend in.

You want a remote job that is a real job, with real expectations and real accountability, not something you do while watching TV.

If you want a comfortable, low-pressure phone job, this isn't it.

But if you want to be the reason a worried homeowner at 8 p.m. hears a confident voice within 10 seconds, we want to talk to you.