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Position Overview
Location: Remote from Latin America Position Type: Part-Time Salary: $2,500 USD/month + performance-based bonuses Schedule: Monday – Friday, 9:00 AM – 5:30 PM US Eastern Time (EST)
Our Client is an elite, highly reputable home services provider specializing in comprehensive plumbing, heating, cooling, and electrical solutions. They rely on industry-leading cloud technology and unified strategic resolution workflows to consistently deliver five-star home service experiences.
The Role
Our Client is seeking a high-performing, emotionally intelligent Customer Care & Inside Sales Specialist to serve as a driving force for customer retention and revenue protection. This multi-faceted role spans full-cycle inbound case management, structured outbound customer satisfaction campaigns, and tactical inside sales.
Key Responsibilities
End-to-End Case Management & Escalations
- Supervises the lifecycle of all incoming customer service disputes and inquiries, executing strategic resolution plans to achieve 100% customer satisfaction.
- Partners closely with the dispatch and operations departments to resolve scheduling, warranty, or field technician discrepancies.
- Evaluates and supports the processing of service refunds, warranty callbacks, and account financial adjustments based on client care benchmarks.
- Monitors, tracks, and directly responds to online customer review posts to maintain the company's pristine digital reputation.
Outbound Engagement & Relationship Architecture
- Executes systematic outbound "happy calls" following completed jobs to verify that five-star service delivery standards were achieved.
- Coordinates targeted outbound calling campaigns to follow up with dormant leads, check in on past accounts, or process standard invoices.
- Coordinates personalized handwritten thank-you notes to foster high brand loyalty and generate word-of-mouth customer referrals.
Inside Sales & Membership Retention
- Capitalizes on warm inside sales triggers, converting unsold project estimates into confirmed work orders.
- Promotes, upsells, and manages the firm's premium Membership Plans, focusing on retention metrics and client acquisition.
- Shares market trends, localized consumer complaints, and service bottlenecks directly with the Assistant Operations Manager.
Qualifications, Skills, and Key Competencies
Required Qualifications
- Experience: Proven track record of success within a high-volume customer service, client escalations, or inside sales workspace.
- FSM Software Proficiency: Hands-on experience utilizing ServiceTitan or identical field service management software.
- De-escalation Mechanics: Patient, diplomatic communicator capable of defusing high-friction client conflicts.
- Sales Capabilities: Comfort pitching membership structures, handling price objections, and executing soft-closing sales strategies.
- Organizational Mastery: Exceptional self-direction and follow-through habits.
- Language: Elite written and verbal English communication skills.
Preferred Qualifications
- Prior customer support, dispatch, or sales experience supporting a US residential trades platform (plumbing, HVAC, electrical, etc.).
- Prior remote experience managing high-throughput case ticket tracking inside integrated CRM software.
Benefits
- Incentivized Compensation: Competitive stable baseline salary combined with performance-based bonus structures.
- Performance Culture: Work within a dynamic, supportive enterprise focused on team skill acceleration.
- Greenfield Operations: High autonomy to take initiative and drive branch revenue.
- 100% Remote Infrastructure: Reliable full-time hours with a premium US home services team.
Application Requirements
- Voice/Video Recording Required: Your application cannot be considered without a voice or video recording (at least 30 seconds in English).
- Mandatory Knockout Questions: Applications include knockout questions to verify minimum qualifications.
- Apply Wisely: Please apply to no more than three jobs and only if you fully meet the listed qualifications.
- Check Your SPAM Folder: All updates will be sent via email; please monitor your inbox and spam folders.