[Hiring] Customer Service Representative Lead @HireLATAM

Role Description

Our Client is seeking a high-caliber, bilingual Lead Customer Service Representative to own the customer lifecycle from onboarding through retention. This is not a passive call center role; it is a high-ownership position where the successful candidate serves as the operational anchor for client relations. The individual will act as the primary voice for high-end clientele, managing complex service schedules, driving inside sales conversion, and aggressively executing retention frameworks to protect recurring revenue.

Key Responsibilities

• Customer Experience Leadership & Retention
  • Serves as the primary, high-touch point of contact across phone, text, email, and specialized customer portals.
  • Owns escalated customer issues end-to-end, resolving conflicts professionally and conducting thorough post-resolution follow-ups to ensure long-term satisfaction.
  • Proactively monitors customer feedback and account usage to identify at-risk clients, executing tailored "save" strategies to minimize cancelation rates.
  • Analyzes root causes of client dissatisfaction and provides strategic recommendations to leadership to improve standard operating procedures.
• Scheduling, Route Optimization & Sales Support
  • Manages complex, recurring service schedules and technician routes utilizing specialized field service management software.
  • Coordinates real-time schedule modifications, maps out efficient service paths, and proactively resolves calendar or territory conflicts.
  • Answers inbound sales inquiries, confidently evaluates prospects, and converts warm leads into long-term, recurring service customers.
  • Drives inside sales growth by systematically following up on unsold service estimates and strategically upselling add-on or specialty services to existing clients.
• Administrative Management
  • Maintains pristine, meticulously detailed customer profiles, communication logs, and contract histories within the database.
  • Administers precise customer invoicing, processes account updates, and applies authorized service or pricing adjustments.
  • Generates operational reports and tracks core customer service metrics for internal performance audits.

Qualifications

• Complete professional fluency in both English and Spanish (written and verbal).
• Prior hands-on, verifiable experience utilizing MaidCentral (or a highly identical specialized residential cleaning software platform).
• Exceptional phone presence and advanced written communication skills.
• Elite time-management skills with a demonstrated ability to coordinate multi-variable schedules.
• Full proficiency with Google Workspace, Microsoft Office, and modern cloud-based CRM systems.
• A dedicated, distraction-free home office setup with a high-performance computer, a professional noise-canceling headset, and a highly stable, high-speed internet connection.

Requirements

• Direct, previous experience working within the residential cleaning, property maintenance, or home services industries.
• Background in real-time dispatching, route optimization, or logistics coordination.
• Proven track record in high-stakes customer retention roles or customer support team leadership.

Benefits

• A reliable base salary of $2,000 to $3,000 USD per month, supplemented by performance-based incentive structures.
• Step out of the traditional call center matrix into a strategic, leadership-focused role.
• Long-term, secure full-time contract alignment managed entirely from the comfort of a tailored home office.