Customer Service Representative / Csr

• Your written and spoken English is at a C1 level: clear, professional, and confident on both phone and email.
• You have 2 or more years of customer service experience combining phone and email support.
• Your work history shows stability and growth. You have stayed in your roles, ideally with progression at a company, rather than moving every few months.
• You are comfortable owning your day in an unstructured, low-oversight remote environment and getting results without someone watching over you.
• You keep conversations warm and productive across a high volume of outbound calls.
• You have strong conflict resolution skills and can de-escalate tense situations without losing composure.
• You are experienced with CRM systems and email tools, and you stay organized even when the workload shifts.

We are looking for a personable, organized, and self-driven Customer Service Representative to join our client's team. This role balances outbound calling (30 to 40%) with administrative and email support (60 to 70%). You will contact existing customers and members only, so there is no cold calling.

What you'll own

• Make 100+ outbound calls daily to existing customers and membership members for appointment scheduling and follow-ups.
• Manage a high volume of customer email correspondence, especially for commercial accounts.
• Follow up with customers to fill the three-day scheduling board.
• De-escalate concerns and guide upset customers toward positive resolutions.
• Keep accurate records in the CRM and track every customer interaction.
• Contribute to membership program growth through proactive engagement.

Puente Talent Partners connects top Latin American professionals with growing US companies. This role is for one of our US clients, and you would be joining their team directly while being supported by Puente through the hiring process. Our client is a well-established home services company that has provided heating, cooling, and plumbing services to residential and commercial customers across multiple US states for over 90 years. The small, close-knit team runs a membership program for loyal customers and values responsive, quality service. You will join a lean customer service team that handles both outbound calling and email support for existing customers and members. Because the team is small, you will own your work with little day-to-day oversight and partner closely with the scheduling department to keep the three-day board full.

Here is what to expect after you apply

1. You will get an email from Puente with a short online assessment and a quick grammar check.
2. You will record three short video answers so we can see how you communicate.
3. If it looks like a fit, our recruiter sets up an interview.
4. Shortlisted candidates are introduced to the US client team for final interviews.

Compensation is $900 to $1,350 USD per month with a clear performance and raise path. You will work Monday to Friday, 8:30 AM to 5:00 PM EST as a full-time independent contractor. The client provides a laptop and supports long-term career growth within the company.