Company Overview
PreFix Inc. is transforming home maintenance and eliminating the hassle of home ownership. As an Austin-based, technology-enabled service company, we are redefining how homeowners manage routine maintenance, repairs, and service requests. We are growing rapidly and looking for dedicated team members who are passionate about providing excellent service and driving operational efficiency.
Summary
As a Customer Support Representative, you will support the Central Operations team by serving as one of the first points of contact for our members. This role is responsible for answering inbound calls, reviewing member requests, creating and updating tickets, routing requests to the appropriate internal team, and helping ensure member communication is handled quickly and professionally.
The ideal candidate is organized, dependable, comfortable on the phone, and able to manage a steady volume of communication throughout the day. This is a foundational role within Central Operations with a growth path into an Operations Associate position.
Responsibilities
- Answer a high volume of inbound phone calls and provide a professional, helpful member experience.
- Review incoming member requests and ensure tickets are created, updated, and routed appropriately.
- Field member questions and gather the information needed to help the appropriate team move the request forward.
- Distribute tickets and requests to the correct Central Operations, Home Manager, HVAC, contractor, or specialty team.
- Maintain accurate notes in Zendesk and internal systems.
- Support scheduling and follow-up communication as directed by the Central Operations team.
- Identify urgent or escalating member concerns and surface them to the appropriate team member or supervisor.
- Assist with administrative support to help keep ticket flow organized and moving throughout the day.
- Follow documented processes and ask for guidance when a request falls outside standard handling.
Qualifications & Requirements
- 1–3 years of customer service, call center, administrative support, scheduling, or office support experience preferred.
- Comfortable answering a high volume of phone calls and communicating with customers throughout the day.
- Strong written and verbal communication skills.
- Organized, detail-oriented, and able to follow documented processes.
- Comfortable using ticketing systems, scheduling tools, or internal software systems. Zendesk experience is a plus, but not required.
- Able to manage multiple requests at once and prioritize appropriately.
- Customer-first mindset with the ability to remain professional when handling frustrated or escalated members.
- High school diploma or equivalent required; additional education or relevant work experience preferred.
If you're ready to make an impact in the home maintenance industry and thrive in a startup environment, we invite you to apply for the Customer Support Representative position at PreFix Inc. today!
Military veterans and candidates with diverse backgrounds are strongly encouraged to apply.
For more information about PreFix, visit www.prefixinc.com.
Job Type: Full-time
Pay: From $45,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
Experience:
- Customer Service: 3 years (Required)
Language:
License/Certification:
- Driver's License (Required)
Location:
- Austin, TX 78704 (Required)
Ability to Relocate:
- Austin, TX 78704: Relocate before starting work (Required)
Work Location: In person
