Remote Customer Experience Representative

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Job Title: Remote Customer Experience Representative (100% Work From Home)

Location: Remote -- Latin America

Position Type: Full Time

Salary: $1,400 - $1,700 USD/month (commensurate with experience) + potential performance-based incentives after 90 days

Schedule: Monday - Friday, 9:00 AM - 5:00 PM US Eastern Time / ET

Position Overview

Our Client is an established, high-growth US home services provider launching and expanding its market presence in Tampa, Florida. Dedicated to delivering top-tier field services, our client operates on a foundation of operational efficiency, customer-first service delivery, and responsive appointment scheduling. Built on a collaborative culture of continuous improvement, accountability, and proactive communication, our client provides an environment where lead conversion, accurate dispatching, and process refinement directly drive market expansion.

The Role

Our Client is seeking a proactive, detail-oriented Customer Experience Representative / Booking & Dispatch Coordinator to manage marketing leads, book service appointments, and coordinate technician schedules remotely. Reporting to the Operations Manager, this professional will handle multi-channel inbound and outbound lead follow-up, qualify customer needs, optimize technician routes, and ensure a seamless customer journey from initial contact to job completion. Operating as an operational anchor for the new division, this candidate will also help refine booking scripts and establish repeatable workflows as the business scales.

Key Responsibilities

Lead Management & Appointment Booking

• Monitors incoming marketing leads across multiple channels, ensuring accurate recording and tracking within CRM platforms.
• Proactively contacts prospective customers via phone and digital channels to qualify needs, address inquiries, and book service appointments.
• Uses established call scripts while naturally adapting conversations to address specific customer concerns and questions.
• Manages missed calls and outstanding lead queues to maximize contact rates and overall booking conversions.
• Maintains accurate, structured customer profiles, lead statuses, appointment details, and follow-up activities across tracking platforms.

Scheduling, Dispatch & Operations Coordination

• Coordinates daily scheduling and dispatching for field technicians and sales representatives based on operational priorities and geography.
• Communicates appointment confirmations, technician arrival updates, schedule modifications, and delays directly to customers.
• Proactively identifies and resolves schedule conflicts, gaps, or overlapping commitments to maintain an organized daily dispatch log.
• Navigates multiple software tools simultaneously, ensuring clean data transfer and record management across CRM, scheduling, and communication applications.

Customer Experience & Process Improvement

• Delivers a professional, friendly, and reassuring customer experience across every touchpoint.
• Captures customer feedback and identifies recurring service concerns, escalating key findings to management.
• Recommends practical improvements to booking workflows, call scripts, lead management strategies, and follow-up cadence.
• Collaborates closely with leadership to establish standardized operating procedures and track key operational performance metrics.

Qualifications, Skills, and Key Competencies

Required Qualifications

• Customer Service & Dispatch Experience: Minimum of 3 years of hands-on experience in customer service, appointment setting, booking coordination, or dispatching. Previous dispatching experience is required.
• Fluent English Communication & Comprehension: Advanced written and spoken English skills with strong listening comprehension to navigate various US regional accents and dialects naturally over the phone.
• CRM & Software Literacy: Hands-on experience working with CRM systems, scheduling software, lead tracking tools, and VoIP/call management platforms.
• Proactive Problem-Solving: Ability to prioritize tasks, manage high lead volumes independently, and maintain productivity during slower periods.
• Schedule Alignment & Infrastructure Setup: Full commitment to working Monday - Friday, 9:00 AM - 5:00 PM ET from a quiet home office with reliable high-speed internet and high-performance hardware.

Preferred Qualifications

• Background in the residential home services sector (HVAC, plumbing, electrical, maintenance, or field installation).
• Experience with field service management software or specialized home services CRMs (e.g., ServiceTitan, Housecall Pro).
• Direct experience coordinating US-based technicians or supporting US field operations.
• Professional Spanish language proficiency to assist Spanish-speaking customers as needed.

Benefits

• Competitive Compensation: Fixed monthly salary of $1,400 - $1,700 USD/month based on relevant experience and fluency.
• Performance Incentives: Opportunity for performance-based bonuses introduced after the initial 90-day evaluation period.
• Stable Shift Structure: Full-time, consistent Monday - Friday schedule with weekends off.
• Professional Growth: Direct opportunity to influence operational processes and help build a new regional division from the ground up.
• 100% Remote Infrastructure: Execute booking and dispatch operations remotely from anywhere in Latin America.

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 .

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.

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.

Check Your SPAM Folder
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We appreciate your interest and look forward to reviewing your application!