Experienced Customer Service & Lead Intake Specialist – U.S. Home Services

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TYPE OF WORK

Any

SALARY

BOE, WEEKLY, PAYPAL, NEGOTIABLE

HOURS PER WEEK

70

DATE UPDATED

Oct 23, 2026

JOB OVERVIEW

ABOUT THE ROLE

Help Me Now Inc. is seeking an experienced customer service and lead intake professional based in the Philippines to handle calls from U.S. customers who need home services.

Your responsibility is to answer calls promptly, understand what the customer needs, collect accurate information, clearly describe the requested work, and create a complete lead in our system so we can connect the customer with the most suitable available contractor.

You will be an important first point of contact for our customers. We need someone who speaks clear, fluent English, listens carefully, and can have a warm, natural conversation that makes customers feel heard and confident about the next steps.

Previous professional phone experience is required.

MAIN RESPONSIBILITIES

• Answer incoming customer calls promptly and professionally, and respond to customer callback requests.

• Confirm the customer’s callback number early in the conversation so you can reconnect immediately if the call drops.

• Collect and verify customer information, including name, phone number, service location, ZIP code, and other details required by our intake process.

• Ask relevant questions to understand the service needed, the scope of work, the urgency, and the customer’s preferred timing.

• Write clear, accurate job descriptions that help contractors understand the customer’s request.

• Create complete leads in our system and check the information before submission.

• Speak naturally, allow customers to finish, and adapt your questions to the conversation. If a customer does not understand a question, explain it clearly or return to the previous question.

• Reassure customers that we are working to connect them with the best available contractor for their needs. Explain the matching and dispatch process accurately and communicate confirmed next steps.

• Follow our procedures for contractor matching, transfers, dispatch coordination, and escalation.

• Keep accurate notes about calls, callbacks, customer requests, and unresolved issues.

CALL RELIABILITY AND FOLLOW-UP

Every call represents a customer who needs help and a business opportunity. Reliable call handling is a core requirement.

Our standard is that every incoming call is answered, customers remain connected, and every required callback is completed. Ignored calls, avoidable disconnections, abandoned callers, and unfinished follow-ups are unacceptable.

You must:

• Be logged in, ready, and available throughout your assigned coverage periods.

• Monitor incoming calls and follow the call queue and escalation procedures.

• Call the customer back immediately if a call disconnects. If they do not answer, record the attempt and follow the required follow-up process.

• Return any missed call immediately and document the reason and outcome.

• Report phone, internet, power, or system problems immediately and activate your backup arrangements.

• Coordinate approved coverage for breaks and shift handoffs so calls are continuously attended.

• Ensure that unresolved customer requests are clearly handed over to the next representative or management.

REQUIRED EXPERIENCE AND SKILLS

• Proven experience handling customer calls professionally, preferably for U.S. customers.

• Clear, fluent spoken English and strong written English for accurate lead notes.

• Excellent listening skills and the ability to ask useful questions without making the conversation feel like an interrogation.

• Experience in customer service, call centers, lead intake, appointment setting, or dispatch.

• Strong attention to detail when entering names, phone numbers, addresses, ZIP codes, and job descriptions.

• Confidence using online calling systems, customer management software, and web applications.

• A calm, patient, professional manner when speaking with confused, frustrated, or urgent callers.

• Reliable attendance, punctuality, and accountability.

Experience with home services, contractor businesses, or service dispatch is strongly preferred.

WORKSPACE AND EQUIPMENT

You must have:

• A quiet, professional workspace suitable for customer calls.

• A reliable computer and a quality headset with a clear microphone.

• Stable internet suitable for continuous voice calls.

• A practical backup internet connection and power arrangement.

• The ability to keep customer information confidential and use company systems responsibly.

OPERATING HOURS AND TIME ZONES

Our company’s call coverage starts at 8:00 AM New York time and finishes at 9:00 PM Los Angeles time.

This is a 16-hour operating window. Representatives will work assigned shifts within this window. Your exact shift, workdays, and weekly hours will be agreed before hiring.

The complete coverage window is:

U.S. LOCAL TIME

• New York / Eastern Time: 8:00 AM to 12:00 midnight at the end of the day.
• Chicago / Central Time: 7:00 AM to 11:00 PM.
• Denver / Mountain Time: 6:00 AM to 10:00 PM.
• Los Angeles / Pacific Time: 5:00 AM to 9:00 PM.

PHILIPPINE TIME — PHT, UTC+8

• During U.S. daylight saving time: 8:00 PM to 12:00 noon the following day.
• During U.S. standard time: 9:00 PM to 1:00 PM the following day.

UTC — GLOBAL TIME REFERENCE

• During U.S. daylight saving time: 12:00 noon to 4:00 AM the following day.
• During U.S. standard time: 1:00 PM to 5:00 AM the following day.

The Philippines does not change its clocks for daylight saving time. Your assigned Philippine shift will therefore move by one hour when U.S. clocks change.

Please clearly state which hours and days you can consistently work, using Philippine time.

CALL RECORDING AND PERFORMANCE MONITORING

Every customer call, including callbacks, will be recorded and monitored. Management will receive call activity and performance reports and will review recordings for service quality and accuracy.

Performance reviews will include call answering, missed calls, disconnected-call recovery, callback completion, lead accuracy, customer communication, and schedule adherence.

You must be comfortable with call recording, quality reviews, constructive feedback, and accountability. Follow our approved call-opening and recording-disclosure procedures.

COMPENSATION

Pay is negotiable based on your experience, communication skills, and qualifications.

Payment is made weekly through PayPal.

Please include your expected rate and specify whether you are quoting an hourly or weekly amount.

HOW TO APPLY

Apply through OnlineJobs.ph and include:

1. Your résumé and a summary of your relevant phone support, customer service, lead intake, or dispatch experience.

2. Details of your experience speaking with U.S. customers and any experience with home-service businesses.

3. A short English voice introduction, approximately 60–90 seconds, including a sample professional customer greeting.

4. Your available workdays and hours in Philippine time, including your ability to adjust for U.S. daylight saving changes.

5. Your expected pay and earliest available start date.

6. A description of your computer, headset, internet connection, quiet workspace, and backup internet and power arrangements.

7. A brief explanation of what you would do if a customer’s call disconnected before you finished collecting their information.

We are looking for an experienced, dependable professional who takes ownership of every call and treats every customer with care.

SKILL REQUIREMENT
Lead Generation English Speaking
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