This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Contractor Relations Representative based in India.
Join a customer-focused team dedicated to coordinating reliable home services and improving the claims experience for homeowners. In this fully remote role, you will connect contractors and trade professionals with service requests, ensuring that customers receive timely assistance when they need it most. You will build and maintain strong business relationships with service providers across designated regions while coordinating appointments and tracking work orders. By combining effective communication, organization, and problem-solving, you will help ensure smooth claims operations and high customer satisfaction. You will also use CRM systems and performance metrics to maintain accurate records, monitor progress, and identify potential service issues. This opportunity is ideal for a proactive professional who enjoys relationship management, operational coordination, and working with US-based teams in a fast-paced environment.
Accountabilities:
- Complete assigned daily tasks and operational activities according to management priorities, established procedures, and performance expectations.
- Build, develop, and maintain strong business-to-business relationships with contractors, technicians, and trade partners across designated service areas.
- Identify and assign appropriate technicians or trade partners to incoming work orders, ensuring that service requests are handled efficiently and coverage requirements are met.
- Contact and follow up with contractors to confirm scheduled appointments, verify availability, and ensure timely execution of assigned service requests.
- Communicate with customers to provide contractor or technician details, share relevant updates, and deliver a positive and reliable service experience.
- Source additional contractors when existing network coverage is insufficient, making at least 15 outreach attempts for each claim when required.
- Maintain daily productivity and performance metrics established by management, adapting to changing operational requirements.
- Accurately record claim outcomes, update dispositions, and maintain complete documentation to support reliable reporting and management decisions.
- Use CRM systems effectively to track work orders, manage contractor relationships, document communications, and monitor service progress.
- Identify and escalate contractor relationship issues, service concerns, and failures to meet established standards to the direct manager.
- Handle escalated situations professionally, balancing customer expectations, contractor availability, and business requirements.
- Contribute to continuous improvement by identifying recurring coordination challenges and helping maintain consistent service quality.
Requirements:
- At least two years of experience in customer-facing roles, such as customer service, client support, account coordination, or relationship management.
- Previous experience onboarding, supporting, or working directly with home improvement professionals, tradespeople, contractors, or home services providers is preferred.
- Excellent written and verbal English communication skills, with the ability to communicate clearly and professionally with US-based customers, contractors, and business teams. Communication samples may be requested.
- Proven experience working with US-based business teams and the ability to collaborate effectively across time zones.
- Strong customer service skills and a commitment to delivering an excellent customer experience while balancing operational efficiency and business priorities.
- Proficiency in Microsoft Excel or similar spreadsheet tools, particularly for data entry, record maintenance, and tracking operational metrics.
- Familiarity with CRM systems and the ability to learn and navigate business applications efficiently.
- Strong organizational skills, attention to detail, and the ability to manage multiple work orders, follow-ups, and deadlines simultaneously.
- Effective problem-solving and conflict-resolution skills, including the ability to manage escalated situations calmly and professionally.
- A proactive, persistent, and accountable approach to contractor sourcing, relationship management, and service coordination.
- Reliable availability for full and ongoing overlap with US Eastern Time business hours, corresponding to 7:30 PM to 3:30 AM India Standard Time (IST).
- A suitable remote workspace with a quiet working environment and a stable internet connection providing at least 30 Mbps download and 10 Mbps upload speeds.
- Access to a compatible mobile device running Android 7.0 or later or iOS 13.0 or later, secured with an automatic screen lock requiring a passcode, Face ID, or fingerprint authentication.
Benefits:
- Annual salary: ₹337,500–₹472,500 INR, depending on experience, skills, job-related knowledge, market alignment, and geographic location.
- Night shift allowance in accordance with company policy.
- Medical insurance to support employee healthcare needs.
- Accident insurance coverage.
- Retirement benefits to support long-term financial well-being.
- 12 company-paid holidays annually.
- Two flexible holidays to accommodate personal needs.
- Earned or privilege leave, along with casual and sick leave.
- Paid maternity and paternity leave.
- Weekly wellness activities and events that promote employee well-being.
- Fully remote work arrangement from India.
- Opportunities to develop customer relationship management, contractor coordination, and claims operations expertise.
- An inclusive working environment that values collaboration, accountability, diverse perspectives, and professional growth.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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