Customer Service Representative / CSR

Customer Service Representative / CSR

Keep a 90-year-old home services company's customers scheduled, informed and happy. You split your day between outbound calls to existing customers and members, with no cold calling, and email and admin support.

Remote · Latin America · $1,300-$1,800 USD/month · Full-time · Independent Contractor · Monday to Friday · 8:30 AM-5 PM EST

Why this role exists

Our client is a well-established home services company that has served customers for over 90 years, providing heating, cooling and plumbing services to residential and commercial customers across multiple states. It is a small, close-knit team that values responsive, quality service and runs a membership program for its loyal customers. The role balances outbound calling (30 to 40%) with administrative and email support (60 to 70%), and they want someone to build a long-term role with them.

What you'll own

• 100+ outbound calls daily to existing customers and membership members for appointment scheduling and follow-ups
• A high volume of customer email correspondence, especially for commercial accounts
• Follow-up with customers to fill the three-day scheduling board
• De-escalation of concerns, guiding upset customers toward positive resolutions
• Internal team communication and coordination with the scheduling department
• Accurate CRM records, with every customer interaction tracked
• Membership program growth through proactive engagement
• Multiple tasks and context switches throughout the day

Why this is interesting

• Because the team is small, you own your work with little day-to-day oversight
• No cold calling: you contact existing customers and members only
• A long-term role with an established company, not a short stop between jobs

What we're looking for

• 2 or more years of customer service experience combining phone and email support
• A work history that shows stability and growth, ideally with progression at a company, rather than moving every few months
• Comfortable owning your day in an unstructured, low-oversight remote environment
• You keep conversations warm and productive across a high volume of outbound calls
• Strong conflict resolution skills. You de-escalate tense situations without losing composure
• Experienced with CRM systems and email tools, and organized when the workload shifts
• English C2, written and spoken: clear, professional and confident on phone and email
• Home office: reliable high-speed internet (30 Mbps+), a noise-cancelling headset, a quiet workspace, a computer that runs ServiceTitan without issues, and a dual-monitor setup

Bonus

• Experience in home services (HVAC, plumbing, electrical or similar trades)
• Background in appointment scheduling or service coordination
• Experience owning the customer relationship at a small or mid-sized company, not only large call center operations
• A track record of long tenure in a remote role
• SDR or outbound experience
• A naturally outgoing personality with genuine enthusiasm for customer interaction

What success looks like

First 90 days

You consistently meet or exceed daily outbound call targets. The three-day scheduling board is filled reliably through proactive follow-ups, and CRM records are accurate, up to date and maintained without prompting.

Ongoing

Standard customer service metrics are met week over week, membership program growth is supported through strong engagement, and customer satisfaction stays high, with escalations handled smoothly.

Why Puente

Puente connects experienced Latin American professionals with growing US companies. We do not operate as a generic job board: we selectively match candidates with active roles and guide them through the hiring process.

3% acceptance rate · 2,873+ professionals placed · 97% retention beyond 12 months · 18 countries · 100% remote

Hiring process

• Apply, including a short online assessment: a typing test, an English grammar test and three short video responses
• Team interview with our recruiting team to assess fit, experience and working style
• Client interview with the hiring manager
• References, background check and offer

Apply now

Submit your application through our careers page with your resume in PDF. As part of applying, you will complete a short online assessment: a typing test, an English grammar test and three brief recorded video responses. Plan for 20 to 30 minutes in one sitting. We use it to evaluate your typing speed, written English, communication skills and professionalism. Incomplete applications will not be reviewed.