Part-Time Customer Operations VA | Excellent English | U.S. Calls

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: TYPE OF WORK

Part Time

: SALARY

US$500/month for 25 hrs/week

: HOURS PER WEEK

25

: DATE UPDATED

Oct 2, 2026

JOB OVERVIEW

Company: Homespring
Location: Remote, Philippines
Budget: US$500 per month for about 25 hours per week (about US$5 per hour). Pre-approved extra hours are paid at the same rate.
Expected workload: About 25 hours per week, Monday to Friday, in a fixed daily shift between 9:00 AM and 5:00 PM U.S. Eastern Time (9:00 PM to 5:00 AM Philippine Time during U.S. daylight saving time)

About Homespring

Homespring helps U.S. homeowners lower their property taxes. We appeal property tax assessments and help homeowners apply for exemptions in Ohio, Washington, Nebraska, Iowa, and other states.
Most of our customers are older homeowners who value patience, clarity, and trust.
AI drafts much of our routine writing. We need a careful, warm person who checks that work, talks to homeowners, and makes sure nobody is left waiting.

Why this role exists

We handle hundreds of active cases, and each one involves deadlines, county notices, hearings, and questions from homeowners.
The work that slips is the human follow-through: replies that need a judgment call, telling homeowners about results and hearing dates, collecting photos before deadlines, and keeping case records up to date.
You will own that follow-through.

What you will do

Every day
- Work the queue of AI-drafted email and text replies. Check each one against the case record, fix it, and send routine replies. Escalate anything that needs a decision.
- Answer homeowner texts and return missed calls during your coverage block.
- Leave nothing unanswered at the end of your block, and post a short handoff note in Slack.
- Keep the deadline and to-do board current. Start each shift with the morning deadline digest, put every new deadline, hearing, and follow-up on the board with an owner and a due date, and close or escalate what is due. Nothing leaves your shift without an owner and a date.

Keeping homeowners informed
- Tell homeowners when their appeal is filed, when their hearing or mediation is scheduled, and what the result was, using our approved templates.
- Call or text homeowners before their hearings to confirm they know the date, and request condition photos, repair estimates, or signatures before county deadlines.
- Explain county letters in plain language and reassure worried homeowners.

Keeping the record accurate
- Update case statuses, hearing dates, and outcomes in our case system from county notices and emails.
- Keep the appeals calendar in sync with scheduled hearings and deadlines.
- Attach homeowner documents and photos to the right case, and write a clear note for every call.
- Look up case status on county websites when needed.

County appointments (after training)
- Attend remote mediations and hearings by phone or video in the role the county permits, using a prepared case summary, and record offers, decisions, and next steps accurately.
- Draft replies to county staff for approval. County correspondence is never sent without approval.

Billing support
- Send friendly reminders for unpaid invoices using our templates, and escalate any dispute.

Schedule and hours

- About 25 hours per week: Monday to Friday, in a fixed daily shift between 9:00 AM and 5:00 PM U.S. Eastern Time. That window is 9:00 PM to 5:00 AM Philippine Time during U.S. daylight saving time and 10:00 PM to 6:00 AM the rest of the year. The shift follows U.S. Eastern Time, so it moves by an hour for you twice a year.
- Homeowners call during U.S. business hours, and answering those calls live is the heart of the job. Weekends are quiet, so there is no weekend work.
- A typical shift: the first 20 minutes on the deadline digest and the board, then answering calls and texts as they come in while you work the reply queue and your follow-up calls, then case records, and the last 15 minutes on your handoff note.
- Occasional scheduled county appointments outside your shift, agreed in advance and paid.
- Preparation, waiting during appointments, attendance, case notes, and onboarding all count as paid work. You are not expected to stay available unpaid outside your agreed hours.

Requirements

- At least 2 years of customer service experience on the phone with U.S. customers (call center, collections, insurance, legal intake, real estate, healthcare, or similar).
- Excellent spoken and written English. You will speak with U.S. homeowners, many in their 70s and 80s, and with county staff.
- Careful with details. Names, addresses, dates, and dollar amounts must be exactly right, and you check an AI draft against the facts instead of trusting it.
- Able to work the same shift between 9:00 AM and 5:00 PM Eastern every weekday, with no other job overlapping those hours.
- Good judgment about when to act and when to ask.
- Follows through without reminders and keeps a clean written record.
- Comfortable with Gmail, Google Calendar, Google Sheets, Slack, a phone and text app, web portals, and PDFs. Experience with AI tools such as ChatGPT or Claude is a plus.
- A quiet workspace, a noise-cancelling headset, reliable internet of at least 25 Mbps, and a backup internet and power plan.
- Respect for privacy. You will handle personal information and must use only company accounts with two-step verification.
- Property tax experience is helpful but not required. We provide training, templates, response guidelines, and escalation rules.

What you will not be asked to do

- Value homes, promise savings, or accept county offers on your own.
- Change fees or invoices.

How to apply

Please start your application with the word "Spring" so we know you read the full post, and include:

1. Your experience handling U.S. customer phone calls.
2. The hours you can work every weekday between 9:00 AM and 5:00 PM U.S. Eastern Time (9:00 PM to 5:00 AM Philippine Time), and any other work that overlaps.
3. Your expected monthly rate for the 25-hour week.
4. A short voice recording (1 to 2 minutes) introducing yourself and your phone experience.
5. Your internet speed, backup internet and power, and headset.

Shortlisted applicants will have a live video interview during U.S. business hours, including a short exercise with a fictional case: review an email draft, role-play a homeowner call, give a 30-second case summary, and write a case note.

SKILL REQUIREMENT

Email Support English Speaking Customer Service

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Part-Time Customer Operations VA | Excellent English | U.S. Calls

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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