Customer Service & Administrative Assistant - (LATAM)

Scalesource; United States; On-site; USD 13,950 - 16,740; Full time

Benefits offered by this job

Faster hiring process

Better role matching

Real ownership in operations

Multi-location exposure

Job summary

Scalesource is seeking a Customer Service & Administrative Assistant for a remote role. This position entails managing all aspects of customer communication across multiple locations, ensuring timely responses and maintaining organized CRM systems. Applicants should have 3+ years of relevant experience and a proven ability to handle high volumes of interactions. Strong performance metrics and a professional home office setup are required. The position offers a competitive monthly compensation after an initial period.

Qualifications

• 3+ years in customer-facing or administrative support roles.
• Experience handling 60+ interactions daily for 6+ months.
• Professional home office setup and reliable internet.

Responsibilities

• Manage inbound and outbound customer communication.
• Handle appointment scheduling and confirmations.
• Ensure CRM systems are clean and current.

Skills

Customer communication

Appointment management

CRM management

Fast response time

Escalation management

Tools

Zendesk

HubSpot

Salesforce

ServiceTitan

Job description

Customer Service & Administrative Assistant – (LATAM)

Location: Remote (Work from Home)
Schedule: Monday – Friday | 9:00 AM – 6:00 PM (PST,CST,EST)
Compensation: $1,250 USD/month for the first 90 days / $1,500 USD/month after that.

About the Role

This is not a passive, ticket-taking customer service role. This is front-line ownership of every customer interaction across multiple franchise locations. Volume is high, expectations are clear, and execution matters every single day.

If you’re the type who keeps things organized, responds fast, and takes pride in clean communication and zero dropped balls, keep reading. If you need constant direction or struggle in fast-paced environments, this won’t be the right fit.

This role is the front line of franchise operations, owning the full customer communication lifecycle from first contact to resolution. You’ll handle inbound and outbound interactions, manage appointments, and keep CRM systems clean so no lead, customer, or task falls through the cracks.

By taking full ownership of communication and admin workflows, you allow location managers to stay focused on operations and growth, while ensuring every customer experience is fast, organized, and consistent.

What You'll Actually Do

• Own All Customer Communication Channels
  Inbound and outbound coverage across phone, email, SMS, and chat. No channel gets left hanging.
• Appointment Management End-to-End
  Scheduling, confirmations, reschedules, reminders, and light service recovery handled cleanly across all locations. Ship it.
• CRM / Help Desk Ownership
  Notes, tags, statuses, dispositions, and follow-up tasks kept clean and current at all times. No excuses.
• Franchise Admin Support
  Handles routine franchise support tasks so location managers and owners stay focused on operations and sales
• Escalation Management
  Billing issues, complaints, franchisee matters, and urgent scenarios handled with a clear SOP and escalation matrix set at onboarding. Get it done.

Expectations

• Maintain fast response times across all channels (phone, email, SMS, chat) with minimal backlog
• Handle high daily volume (60+ interactions) without sacrificing quality or tone
• Keep CRM/help desk systems 100% clean and updated (notes, tags, follow-ups, statuses)
• Ensure zero dropped conversations, leads, or appointments across locations
• Manage scheduling and follow-ups with accuracy and consistency
• Communicate clearly, professionally, and proactively with customers and internal teams
• Follow SOPs for escalations while using good judgment under pressure
• Show ownership, reliability, and accountability in day-to-day execution

Requirements

• 3+ years of experience in customer-facing or administrative support roles
• Proven ability to handle 60+ customer interactions per day for at least 6 consecutive months
• 2+ years of experience with CRM/help desk platforms (Zendesk, HubSpot, Salesforce, ServiceTitan, or similar)
• Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week)
• Strong performance track record: QA 90%+, CSAT 4.5/5+, or ability to pass a top-tier writing and audio assessment
• Professional home office setup and reliable internet.

Benefits

• Faster Hiring Process: We move quickly, communicate clearly, and don’t leave candidates guessing
• Better Role Matching: You’re placed in roles where you can actually perform and grow, not just fill a seat
• Real Upside: Strong performers unlock raises, long-term stability, and future opportunities
• Work With U.S. Operators: Direct exposure to franchise owners and operators focused on growth and execution
• Real Ownership: Your work directly impacts operations. Less bureaucracy, more responsibility from day one
• Multi-Location Exposure: Work across multiple franchise locations and learn how scalable operations actually run