Our Customer Service Representatives are vital in building trusting relationships with our customers and ensuring that they are successful in achieving their goals through hh2’s products and services. This role includes supporting customers with technical troubleshooting, product functionality questions, and assisting in the success of our product within the customer’s business. This person must be able to work in a collaborative environment, often working closely within the Operations department and with Sales and Development.
The ideal candidate will have excellent phone skills and a special attention to detail with written and verbal communication. We are looking for Representatives that have a customer-first attitude and will support our growing customer base by blending their technical and customer service skills in the construction market. This role is remote.
What you will do:
- Provide timely and accurate responses to customer inquiries via phone, email, chat, and other communication channels.
- Resolve customer issues related to software usage, troubleshooting, and functionality.
- Escalate complex issues to appropriate departments or personnel as needed.
- Document customer interactions, issues, and resolutions in the company’s CRM system.
- Analize customer data to identify trends and areas for improvement.
- Must identify, document, and report all product defects thoroughly and in a timely manner.
- Work interdepartmentally to identify customer risks, error trends, and training opportunities.
- Participate in team meetings and training sessions to enhance support strategies.
- Maintain deep knowledge of hh2’s SaaS products and services.
- Stay updated with new features, updates, and releases.
- Performs other duties as requested by management.
- Assist in payroll processing within the software, ensuring seamless integration and accurate processing of payroll information.
- Collaborate with the payroll team to address issues or questions related to payroll functionality in the software.
- Ensure construction-specific payroll requirements such as union rules, overtime, and certifications are met within the software.
- Work with customer-facing teams to troubleshoot payroll-related issues specific to the construction industry.
What you will need:
- 2+ years in a client-facing role with strong customer service orientation.
- Excellent written and verbal communication; able to present complex ideas clearly across all levels.
- Experience in payroll processing, with working knowledge of payroll systems, industry regulations, union rules, and project-based pay (construction industry experience preferred).
- Familiar with construction-related software and payroll integration tools.
- Strong analytical and troubleshooting skills with technical aptitude in PC hardware/software support.
- Proficient with Office 365, Microsoft Teams, and Salesforce; experience with ticketing systems is a plus.
- Prior SaaS or software support experience preferred.
- Highly organized, self-motivated, and able to manage and prioritize multiple tasks independently.
- Adaptable, quick learner comfortable in fast-paced, data-driven environments.
- Empathetic, professional, and solution-focused, with a commitment to customer success.
- High school diploma or equivalent required.
The Perks & Benefits
- Competitive compensation with uncapped commissions
- Generous PTO policy
- 401(k) matching program
- Fantastic medical, dental, vision & life insurance coverage
- A super friendly working culture populated by fun and dedicated people
ABOUT hh2
For over two decades, hh2 Cloud Services has been the go-to back-office platform for the construction industry. We make running a contractor’s business smoother, handling everything from time entry to HR management with ease. With hh2, contractors can ditch the paperwork and focus on building. Our solutions simplify operations and boost efficiency, all tailored to the unique needs of construction.
INVESTORS
Founded in 1990, Capstreet invests in lower middle market software, tech-enabled services, and industrial business services companies. With over 45 platform investments and over 200 add-on acquisitions since inception, Capstreet's investment strategy is focused on utilizing its Capvalue FrameworkTM to accelerate growth and profitability and create long term sustainable businesses. The majority of Capstreet's investments have been with founder- or entrepreneur-owned businesses.
