Customer Service Representative

hace 4 semanas

Guayaquil Scale Up Recruiting Partners
Customer Service Representative (Outbound-focused) LATAM


Location:
Remote – EST schedule


Schedule:
Full-time, Monday–Friday, 8:30 AM–5:00 PM (EST)


Type:
Independent Contractor

About the Opportunity

Our client is a well-established home services company that has been serving customers for over 90 years. They provide essential heating, cooling, and plumbing services to residential and commercial customers across multiple states. The company values responsive, quality service and maintains a membership program for their loyal customers.

Role Overview


We're looking for a friendly, organized, and proactive Customer Service Representative who enjoys helping customers and managing multiple communication channels.

This role involves 30–40% outbound calls and 60–70% email and administrative support.

All calls are to existing customers or members — no cold calling required.

Key Responsibilities

Make 100+ outbound calls daily to existing customers and membership program members to schedule or confirm appointments.
Manage a high volume of customer emails, especially for commercial accounts.
Follow up with customers to help fill the three-day scheduling board.
De-escalate customer concerns and ensure positive resolutions.
Support internal communication with the scheduling team.
Maintain accurate customer records and track interactions in the CRM system.
Engage customers to promote and support membership program growth.
Handle multiple tasks efficiently in a fast-paced environment.

Qualifications

Advanced English proficiency (C2) – written and spoken.
2+ years of customer service experience.
Experience handling both phone and email support.
Strong conflict-resolution and communication skills.
Familiarity with CRM systems and email management tools.
Highly organized and capable of multitasking.
Comfortable making outbound calls to existing clients.
Reliable high-speed internet (25 Mbps+) and a quiet, professional home workspace.

Nice-to-Haves

Experience in home services (HVAC, plumbing, electrical).
Appointment scheduling or service coordination background.
SDR or outbound sales experience (not required).
Call center experience managing phone and email workflows.
Outgoing personality and natural enthusiasm for customer interaction.

Compensation & Benefits

Competitive monthly compensation as an independent contractor.
Eligible for performance-based bonuses starting November 1.
Additional incentives for membership sales or booked appointments.
2 weeks of PTO accruing after 90 days, plus company holidays.

Apply through the link or send us your CV in English.
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