- Salary
- $1k – $2k
- Workplace
- Remote
- Type
- Full-time
- Department
- Real Estate
- 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 Bilingual CSR & Leasing Collections Specialist (100% Work From Home)
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,200 - 1,600 USD/month depending on experienceSchedule: Sunday through Saturday. Availability Window: 7:45 AM – 7:45 PM CT. Individual shifts are scheduled within this window based on business need, agents are not expected to cover the entire window solo. Days Off: Two days off per working week, including weekend and holiday rotations as scheduled
Job Overview:
Our client is a premier self-storage operator managing 57 facilities across three states. They pride ourselves on a high-performing, remote operational model that balances rigorous systems with genuine human connection. We are seeking a Bilingual Customer Experience Specialist to join our client's tight-knit team. This role is the frontline of our brand, serving as a trusted advisor to tenants during significant life transitions. We are looking for professionals who offer a blend of empathetic support, sales drive, and technical proficiency.
Responsibilities:
- Sales & Revenue Growth
- Lead Conversion & Cart Recovery: Execute outbound "cart abandonment" follow-up cadences on web inquiries and incomplete online rentals, converting prospects into
signed leases. - Strategic Upselling: Actively guide prospective and current tenants toward the right unit size, tenant protection plans, and ancillary retail products, treating every interaction as a revenue opportunity, not just a transaction.
- Rate & Term Presentation: Confidently present pricing, promotions, and lease terms, and handle objections in a way that protects facility revenue.
- Pipeline Ownership: Track your own lead-to-lease conversion activity and report performance to the team throughout the shift.
- Lead Conversion & Cart Recovery: Execute outbound "cart abandonment" follow-up cadences on web inquiries and incomplete online rentals, converting prospects into
- Collections & Delinquency Resolution
- Outbound Collections Calls: Work a structured daily cadence of outbound calls to delinquent accounts, balancing firmness with empathy to secure payment and resolve
delinquencies before they escalate to lien or auction stages. - Payment Resolution: Negotiate and document payment arrangements within company policy; process payments accurately and keep account ledgers current.
- Aging Report Ownership: Monitor assigned delinquency aging reports and prioritize outreach by balance and risk level.
- Escalation & Documentation: Maintain clear, timely notes on every delinquent account and escalate high-risk or unresponsive accounts per protocol.
- Outbound Collections Calls: Work a structured daily cadence of outbound calls to delinquent accounts, balancing firmness with empathy to secure payment and resolve
- Reputation Management
- Google Review Acquisition: Execute a dedicated workflow confirming tenant satisfaction and proactively soliciting high-quality Google reviews to maintain facility
ratings.
- Google Review Acquisition: Execute a dedicated workflow confirming tenant satisfaction and proactively soliciting high-quality Google reviews to maintain facility
- Multi-Channel Support
- Inbound Communications: Manage a high-volume phone line, SMS, email, and live chat with professional poise and a focus on first-call resolution.
- Problem Solving: Resolve complex issues involving gate access, billing discrepancies, and account management.
- Operational Support
- Cross-Functional Tasking: Monitor facility security feeds, process move-in approvals, manage work orders, and coordinate with insurance adjusters on tenant claims.
- Google Suite Mastery: Maintain high standards of data integrity and documentation within Google Sheets, Docs, and Shared Drives.
Qualifications, Skills, and Key Competencies:
- Bilingual Fluency: Professional proficiency in both English and Spanish is mandatory.
- Sales & Collections Aptitude: Demonstrated comfort with outbound calling, objection handling, and holding firm, respectful boundaries in payment conversations.
- Technical Proficiency: Highly skilled in Google Suite and comfortable navigating cloud-based CRM and communication tools.
- Communication Excellence: A proactive communicator who thrives in a remote-minded environment, consistently reporting task status and facility updates to the
team throughout the shift. - Resilience: The ability to remain calm and objective during emotionally charged interactions or high-pressure conversations, collections work included.
- Sales Instinct: A natural ability to identify customer needs and confidently offer solutions that drive value for both the tenant and the business.
How Success Is Measured:
Because this role is anchored in sales and collections outcomes, performance is evaluated primarily against:
- Lead-to-lease conversion rate
- Upsell / protection-plan attach rate
- Collections recovery rate on delinquent balances
- Reduction in average days-to-cure delinquency
- Google review volume & rating contribution
- First-call resolution rate
Benefits
- Twelve (12) PTO days are offered per calendar year
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
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.
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.
Mandatory Knockout Questions
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.
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.
Apply Wisely
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.
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.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!
Skills
Upselling
