Contractor Relations Representative

<h3>Accountabilities:</h3><li>Complete assigned daily tasks and operational activities according to management priorities, established procedures, and performance expectations.</li><li>Build, develop, and maintain strong business-to-business relationships with contractors, technicians, and trade partners across designated service areas.</li><li>Identify and assign appropriate technicians or trade partners to incoming work orders, ensuring that service requests are handled efficiently and coverage requirements are met.</li><li>Contact and follow up with contractors to confirm scheduled appointments, verify availability, and ensure timely execution of assigned service requests.</li><li>Communicate with customers to provide contractor or technician details, share relevant updates, and deliver a positive and reliable service experience.</li><li>Source additional contractors when existing network coverage is insufficient, making at least 15 outreach attempts for each claim when required.</li><li>Maintain daily productivity and performance metrics established by management, adapting to changing operational requirements.</li><li>Accurately record claim outcomes, update dispositions, and maintain complete documentation to support reliable reporting and management decisions.</li><li>Use CRM systems effectively to track work orders, manage contractor relationships, document communications, and monitor service progress.</li><li>Identify and escalate contractor relationship issues, service concerns, and failures to meet established standards to the direct manager.</li><li>Handle escalated situations professionally, balancing customer expectations, contractor availability, and business requirements.</li><li>Contribute to continuous improvement by identifying recurring coordination challenges and helping maintain consistent service quality.</li><h2>Requirements:</h2><li>At least two years of experience in customer-facing roles, such as customer service, client support, account coordination, or relationship management.</li><li>Previous experience onboarding, supporting, or working directly with home improvement professionals, tradespeople, contractors, or home services providers is preferred.</li><li>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.</li><li>Proven experience working with US-based business teams and the ability to collaborate effectively across time zones.</li><li>Strong customer service skills and a commitment to delivering an excellent customer experience while balancing operational efficiency and business priorities.</li><li>Proficiency in Microsoft Excel or similar spreadsheet tools, particularly for data entry, record maintenance, and tracking operational metrics.</li><li>Familiarity with CRM systems and the ability to learn and navigate business applications efficiently.</li><li>Strong organizational skills, attention to detail, and the ability to manage multiple work orders, follow-ups, and deadlines simultaneously.</li><li>Effective problem-solving and conflict-resolution skills, including the ability to manage escalated situations calmly and professionally.</li><li>A proactive, persistent, and accountable approach to contractor sourcing, relationship management, and service coordination.</li><li>Reliable availability for full and ongoing overlap with US Eastern Time business hours, corresponding to<strong>7:30 PM to 3:30 AM India Standard Time (IST)</strong>.</li><li>A suitable remote workspace with a quiet working environment and a stable internet connection providing at least<strong>30 Mbps download and 10 Mbps upload</strong>speeds.</li><li>Access to a compatible mobile device running<strong>Android 7.0 or later or iOS 13.0 or later</strong>, secured with an automatic screen lock requiring a passcode, Face ID, or fingerprint authentication.</li><h2>Benefits:</h2><li>
<strong>Annual salary:</strong>₹337,500–₹472,500 INR, depending on experience, skills, job-related knowledge, market alignment, and geographic location.</li><li>Night shift allowance in accordance with company policy.</li><li>Medical insurance to support employee healthcare needs.</li><li>Accident insurance coverage.</li><li>Retirement benefits to support long-term financial well-being.</li><li>12 company-paid holidays annually.</li><li>Two flexible holidays to accommodate personal needs.</li><li>Earned or privilege leave, along with casual and sick leave.</li><li>Paid maternity and paternity leave.</li><li>Weekly wellness activities and events that promote employee well-being.</li><li>Fully remote work arrangement from India.</li><li>Opportunities to develop customer relationship management, contractor coordination, and claims operations expertise.</li><li>An inclusive working environment that values collaboration, accountability, diverse perspectives, and professional growth.</li>