- Workplace
- Remote
- Type
- Full-time
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Job Title: Remote Customer Experience Agent (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,560 USD/month
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Tuesday, Wednesday, Thursday: 11:00 AM – 7:00 PM ET
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Saturday & Sunday: 12:00 PM – 8:00 PM ET
(Off days: Monday and Friday)
Our Client
Our Client is an established, premier US home services provider with a 30-year track record delivering high-quality plumbing, HVAC, and electrical solutions to thousands of residential customers. Dedicated to delivering a top-tier, 5-star customer experience across all touchpoints, our client operates a 24/7 high-volume customer experience center. Built on a culture of teamwork, empathy, accountability, and continuous performance tracking, our client provides an environment where customer satisfaction, prompt service delivery, and membership plan growth directly drive operational expansion.
Job Overview
Our Client is seeking a empathetic, goal-driven Customer Experience Representative (CXR) to handle inbound customer inquiries, emergency dispatch support, digital messaging, and premium plan sales. Reporting directly to the Customer Experience Supervisor, this professional will manage fast-paced phone queues inside ServiceTitan CRM, book service calls, introduce premium maintenance plans, maintain high call conversion rates, and resolve customer needs during peak weekend and evening hours.
Key Responsibilities
Call Handling, Service Booking & CRM Data Entry
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Answers inbound customer calls promptly (targeting responses within two rings) during peak business hours, managing up to three concurrent phone lines during high call volumes.
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Accurately creates new customer records and updates existing contact profiles within ServiceTitan CRM.
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Uses structured call scripts and proper customer service protocols to establish clear expectations regarding service visits, technician arrivals, and job scopes.
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Serves as a secondary owner for digital channels, responding promptly to customer emails, website chats, lead tracker forms, and voicemails.
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Efficiently screens, transfers, and routes incoming calls to service coordinators, dispatchers, and internal departments.
Customer Engagement & Premium Plan Sales Conversion
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Establishes strong rapport with new, existing, and prospective residential customers by actively listening, showing empathy, and personalizing interactions.
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Introduces and explains the features, pricing, and long-term maintenance benefits of Premium Membership Plans to incoming callers.
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Achieves individual performance benchmarks for booking conversion rates (supporting a department goal of 80%+ call conversion) and inbound membership sales.
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Maintains lead management logs to maximize call conversion, drive revenue, and minimize unbooked service opportunities.
Operational Support & Quality Excellence
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Prepares daily administrative packet materials for service technicians, installation teams, and field sales specialists.
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Coordinates closely with service coordinators, dispatchers, and supervisors to align with daily, weekly, and monthly sales and booking targets.
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Shares customer feedback and trending service needs with the Customer Experience Supervisor to improve departmental workflows.
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Accepts constructive coaching and operational feedback to drive continuous improvement across key performance indicators (KPIs).
Qualifications, Skills, and Key Competencies
Required Qualifications
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Customer Service Experience: Proven professional background in customer service, call center operations, inbound sales, or dispatch support (preferably supporting US service-based or home-services businesses).
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Software & CRM Literacy: Hands-on experience working with CRM platforms (ServiceTitan experience highly preferred) and multi-channel communication tools.
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Fluent English Communication: Fluent written and spoken English skills to handle high-volume phone calls, convey empathy, and write professional email and chat responses.
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Fast-Paced Phone Management: Demonstrated ability to manage high call volumes, navigate multiple software tabs simultaneously, and maintain composure in a goal-driven call environment.
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Schedule Alignment: Full commitment and availability to work the required shift schedule in US Eastern Time:
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Tuesday – Thursday: 11:00 AM – 7:00 PM ET
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Saturday – Sunday: 12:00 PM – 8:00 PM ET
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(Off days: Monday and Friday)
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Remote Infrastructure: Dedicated, quiet home office, high-performance computer hardware, noise-canceling headset, and a reliable high-speed internet connection.
Preferred Qualifications (Nice to have):
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Direct experience using ServiceTitan CRM for booking calls and tracking technician dispatching.
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Background in residential home services (plumbing, HVAC, electrical, roofing, or pest control).
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Experience selling membership plans, extended service contracts, or maintenance subscriptions over the phone.
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Competitive Compensation: Fixed monthly salary of $1,560 USD/month.
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Stable Shift Structure: Consistent weekly schedule providing dual consecutive mid-week rest days (Monday and Friday).
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Comprehensive Onboarding: Full system training on company script protocols, ServiceTitan CRM workflows, and premium service offerings.
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100% Remote Infrastructure: Execute US customer experience operations remotely from anywhere in Latin America.
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.