Customer Service Representative / CSR

Puente Talent Partners; Colombia; A distancia; COP 37.179.344 - 55.769.017; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible remote working hours

Supportive work environment

Opportunities for professional growth

Descripción de la vacante

A leading international staffing firm is seeking a Remote Customer Service Representative to join their client's team. This role involves conducting outbound calls and providing administrative support while maintaining customer satisfaction. Ideal candidates must possess strong conflict resolution skills, be proficient in English, and have prior customer service experience. The position demands managing multiple communication channels efficiently. A reliable home office setup is essential for success in this role.

Formación

• 2+ years of customer service experience, particularly with phone and email.
• Strong ability to manage multiple communications effectively.
• Experience with high-volume outbound calling and email correspondence.

Responsabilidades

• Make 100+ outbound calls daily to existing customers.
• Manage customer email correspondence for commercial accounts.
• Maintain accurate records in the CRM system and track interactions.
• De-escalate customer concerns and guide toward resolutions.

Conocimientos

C2 English proficiency

Customer service experience

Conflict resolution skills

Organizational skills

Herramientas

CRM systems

ServiceTitan

Email management tools

Descripción del empleo

Customer Service Representative (Remote)

Location: Remote

Compensation: $900 – $1,350 USD/month

Schedule: Monday – Friday, 8:30 AM – 5:00 PM EST (40 hours/week)

About the Company

We are a leading international staffing firm that connects talented professionals with established companies seeking skilled remote team members. We specialize in matching qualified candidates with businesses looking to expand their customer service capabilities.

About the Client Company

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.

About the Role

We're looking for a personable and organized Customer Service Representative to join our client's team. This role balances outbound calling (30–40%) with administrative and email support (60–70%). You will be contacting existing customers and members only — no cold calling required. The ideal candidate excels at managing multiple communication channels, resolving customer concerns, and maintaining a positive attitude while handling a varied daily workload.

Key Responsibilities

• Make 100+ outbound calls daily to existing customers and membership program members for appointment scheduling and follow-ups.
• Manage a high volume of customer email correspondence, particularly for commercial accounts.
• Follow up with customers to fill the three-day scheduling board.
• De-escalate customer concerns and guide upset customers toward positive resolutions.
• Support internal team communications and coordinate with the scheduling department.
• Maintain accurate records in the CRM system and track all customer interactions.
• Contribute to membership program growth through proactive customer engagement.
• Balance multiple tasks and switch contexts effectively throughout the day.

Who You Are

• Your written and spoken English is at a C2 level — clear, professional, and confident across both phone and email.
• You have 2 or more years of customer service experience, ideally in a role that combined phone and email support.
• You are comfortable making high volumes of outbound calls and know how to keep conversations warm and productive.
• You have strong conflict resolution skills and can de-escalate tense situations without losing composure.
• You are experienced with CRM systems and email management tools, and you stay organized even when workloads shift throughout the day.
• You have a reliable home office setup: high-speed internet (30 Mbps+), a noise-cancelling headset, a quiet workspace, a computer capable of running ServiceTitan, and a dual-monitor setup.

Bonus Points

• Experience in home services (HVAC, plumbing, electrical, or similar trades).
• Background in appointment scheduling or service coordination.
• SDR or outbound sales experience.
• Call center experience with mixed phone and email workflows.
• A naturally outgoing personality with genuine enthusiasm for customer interaction.
• Reliable, high-speed internet (minimum 20 Mbps recommended).
• A quiet workspace with no background noise or distractions.
• A computer that can run ServiceTitan and related tools without issues.
• A dual-monitor setup so you can manage multiple windows at once.

What Success Looks Like

First 90 Days

• Consistently meeting or exceeding daily outbound call targets.
• Three-day scheduling board is being filled reliably through proactive follow-ups.
• CRM records are accurate, up to date, and maintained without prompting.

Ongoing

• Standard customer service performance metrics are met week over week.
• Membership program growth is supported through strong customer engagement.
• Customer satisfaction scores remain high, with escalations handled smoothly.

How to Apply

• Submit your resume as a text-based PDF. Scanned documents, image files (JPG/PNG), and Word docs will not be reviewed.
• Record a Loom video (2 minutes or less) introducing yourself, speaking to your customer service experience, and explaining why you are a strong fit for this role. Applications without a Loom video will not be considered.
• Both your resume and Loom video must be in English.

What to Expect

• Application Review: We review your resume and Loom video.
• Initial Screen: A brief introductory conversation with our recruiting team.
• Recruiter Interview: A deeper conversation to assess your fit, experience, and working style.
• Client Interview: You meet the hiring manager directly.
• Background Check + Offer: Final verification followed by your offer letter.