Customer Service Representative (CSR) – Remote | Empathetic Support for U.S. Clients

Higher Options; Colombia; A distancia; COP 43.349.906 - 52.019.888; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off including Colombian holidays

Performance-based bonuses

Flexible working hours based on results

Descripción de la vacante

A customer service firm is seeking a Bilingual Customer Service Representative to provide empathetic support for U.S. clients. The role is fully remote and requires advanced English and Spanish fluency. Responsibilities include managing customer inquiries, documenting interactions, and ensuring client satisfaction. Compensation ranges from USD $1000–$1200 per month, with additional benefits including paid time off and opportunities for performance-based bonuses.

Formación

• 1–2 years of experience in customer service or call centers.
• Reliable, well-organized, and committed to high-quality service.
• Willingness to work U.S. business hours, including weekends.

Responsabilidades

• Respond to customer inquiries via phone, chat, and email.
• Document interactions in CRM and supplier portals.
• Troubleshoot and resolve customer concerns.

Conocimientos

Advanced bilingual fluency in English and Spanish

Strong listening skills

Emotional intelligence

Patience

Problem‑solving under pressure

Herramientas

Salesforce

HubSpot

Descripción del empleo

Customer Service Representative (CSR) – Remote | Empathetic Support for U.S. Clients

Location: Fully Remote (LATAM-based) | 40 hours per week

Role Summary & Mission

Higher Options is seeking a warm, detail-oriented Bilingual Customer Service Representative to support U.S.-based clients across phone, email, and chat. If you're someone who takes pride in delivering accurate, empathetic service, loves organizing information, and enjoys being part of a collaborative team, this role was made for you.

In this position, you’ll help customers understand services, resolve inquiries, and ensure every interaction is well-documented and followed through with care. You’ll also identify cross-sell opportunities, contribute to team process improvements, and maintain up-to-date records using CRM tools. Your success will be measured by customer satisfaction, task accuracy, and your ability to maintain structured yet compassionate communication.

We especially encourage candidates who thrive in structured, service-driven environments, who are bilingual (English/Spanish), and who are committed to making each customer interaction count.

Responsibilities

• Respond to customer inquiries via phone, chat, and email with clarity, empathy, and accuracy.
• Document every interaction in our CRM and supplier portals—keeping all records updated, clean, and actionable.
• Process service changes like orders, renewals, and cancellations with attention to accuracy and timeliness.
• Troubleshoot and resolve customer concerns, escalating complex cases when needed.
• Follow up proactively to ensure client satisfaction and retention.
• Support sales and upsell opportunities by identifying client needs and recommending services.
• Contribute to internal improvements, including documentation, templates, and FAQs.
• Meet service‑level metrics including response times, call quality, and cross‑sell performance.

Qualifications & Work Environment

• Languages: Advanced bilingual fluency in English and Spanish (written and spoken).
• Experience: 1–2 years in customer service, call centers, SaaS, or subscription‑based industries.
• Tech‑savvy: Comfortable using CRMs (e.g., Salesforce, HubSpot), spreadsheets, and team collaboration tools.
• Soft skills: Strong listening, emotional intelligence, patience, and problem‑solving under pressure.
• Work style: Reliable, well‑organized, and committed to structured, high‑quality service.
• Environment: Quiet home office with high‑speed, fixed internet connection (≥20 Mbps down / 10 Mbps up).
• Availability: Willingness to work U.S. business hours (including occasional weekends).

Work Conditions & Benefits

• Schedule: Full‑time (40 hours per week), commonly Monday through Friday. Standard office hours align with U.S. business hours (primarily CST); some flexibility may be needed based on client needs.
• Compensation: USD $1000–$1200 per month, with potential for performance‑based bonuses depending on the client and length of service.
• Paid time off: Often includes Colombian holidays and paid vacation days, depending on the client.
• Remote work: Work from anywhere with a stable internet connection; we value results over strict hours while emphasising accountability and reliability.

Application Process

Submit your application: Click Apply on LinkedIn.

Initial review: Our team will review your application and reach out within a few days if your profile aligns. Please monitor your email for updates; we will send you a quick survey and some emails if you pass.

Interview: If the initial review is successful, we will contact you to schedule a virtual interview.

We look forward to learning more about you and helping you build a long‑term, rewarding career with Higher Options.