Customer Support Representative

Customer Support Representative

About True Legacy Homes

True Legacy Homes is dedicated to helping people navigate important housing decisions with confidence and clarity. We are looking for a Customer Support Representative who brings empathy, professionalism, and strong communication skills to every interaction. In this role, you will help create a positive experience for customers by providing timely support, resolving questions, and ensuring each person feels heard and supported.

Role Overview

As a Customer Support Representative, you will serve as a key point of contact for customers, helping them with questions, updates, and issue resolution across multiple communication channels. You will work closely with internal teams to ensure accurate information is shared and customer needs are addressed efficiently. This role is ideal for someone who enjoys problem-solving, staying organized, and delivering thoughtful service.

What You’ll Do

• Respond to customer inquiries by phone, email, text, and other support channels in a timely and professional manner

• Provide clear, accurate information about services, processes, timelines, and next steps

• Listen actively to customer concerns and work to resolve issues with empathy and attention to detail

• Document customer interactions, updates, and resolutions in internal systems

• Coordinate with team members across departments to address questions and ensure a smooth customer experience

• Follow up with customers to provide status updates and confirm resolution of outstanding issues

• Identify recurring customer concerns and share feedback with leadership to support process improvements

• Maintain a high standard of professionalism, confidentiality, and customer care in every interaction

What Success Looks Like

• Customers receive prompt, helpful, and respectful support

• Questions and concerns are resolved accurately and efficiently

• Internal records are complete, organized, and up to date

• Cross-functional communication helps reduce delays and improve the customer experience

• Patterns in customer feedback are surfaced to help strengthen service delivery

Required Qualifications

• Previous experience in customer service, customer support, call center support, or a similar client-facing role

• Strong verbal and written communication skills

• Ability to manage multiple conversations and tasks while staying organized

• Comfortable using computers, customer databases, and communication platforms

• Strong problem-solving skills and a calm, professional approach to resolving issues

• Ability to work independently and as part of a team

• High attention to detail and commitment to accuracy

• A customer-focused mindset with empathy and patience

Nice to Have

• Experience in real estate, housing, property services, or a related industry

• Familiarity with CRM or customer support software

• Experience handling escalated customer concerns

• Bilingual communication skills