[Hiring] Customer Care Specialist @HireLATAM

Role Description

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. Rather than a standard call-taker, this professional functions as a true brand advocate—adept at building rapid client rapport, defusing complex service complaints with diplomatic grace, and converting latent project opportunities into revenue-generating sales wins.

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 across all locations.
  • 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 to maximize field utilization.
  • Promotes, upsells, and manages the firm’s premium Membership Plans, focusing heavy efforts on retention metrics and client acquisition trends.
  • Shares market trends, localized consumer complaints, and service bottlenecks directly with the Assistant Operations Manager to support continuous team training.

Qualifications

• Required Qualifications:
  • Proven track record of success within a high-volume customer service, client escalations, or inside sales workspace, with a preferred background supporting operations teams.
  • Hands-on experience utilizing ServiceTitan or identical field service management software to log calls, review estimates, and track warranty tasks.
  • Patient, diplomatic communicator who knows how to seamlessly defuse high-friction client conflicts while conveying authentic, professional empathy.
  • Solid baseline comfort pitching membership structures, handling price objections, and executing basic soft-closing sales strategies over the phone.
  • Exceptional self-direction and follow-through habits, with a personality that thrives in a fast-paced, goal-oriented environment.
  • Elite written and verbal English communication skills, backed by outstanding phone etiquette and active listening instincts.
• Preferred Qualifications:
  • Prior customer support, dispatch, or sales experience supporting a US residential trades platform (plumbing, HVAC, electrical, roofing, or contracting).
  • Prior remote experience managing high-throughput case ticket tracking inside integrated CRM software modules.

Benefits

• Competitive stable baseline salary combined with performance-based bonus structures.
• Work within a dynamic, supportive enterprise focused heavily on team skill acceleration and personal development.
• High autonomy to take immediate initiative, shape local client interactions, and directly drive branch revenue.
• Reliable full-time hours executed alongside a premium home services team in the US market.