Bilingual (English/Spanish) Customer Support Representative

Client Overview

The client is a Y-combinator backed AI platform revolutionizing the HVAC, Plumbing, and Electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

Job Overview

Job Overview
As a Bilingual CSR (Spanish–English), you will serve as the first point of contact for homeowners looking for HVAC, plumbing, or electrical services. You will answer inbound calls, respond to inquiries, and make outbound calls to follow up on service requests or missed leads. Your goal is to provide an excellent customer experience, gather the right information, and book appointments for the client’s partner businesses.

Responsibilities

• Answer inbound calls from homeowners, addressing their service needs in a friendly and professional manner.
• Make outbound calls to follow up on web leads, missed calls, or unconfirmed appointments.
• Gather all necessary information (e.g., homeowner details, service needed, preferred schedule) and accurately enter it into the booking system.
• Schedule and confirm appointments for partner HVAC, plumbing, and electrical businesses.
• Communicate clearly in Spanish and English depending on the caller’s preference.
• Maintain a helpful, empathetic tone while handling questions, reschedules, and occasional complaints.
• Document all interactions in the CRM, ensuring records are accurate and up to date.
• Meet performance metrics for call handling, appointment-setting, and responsiveness.

• Education: College degree preferred.

• Experience: At least 3 years of experience in a customer-facing phone role (CSR, dispatcher, or appointment setter).
• Language Skills: Native or near-native fluency in Spanish and English (spoken and written).
• Communication Skills: Excellent listening and speaking skills in both languages, with a professional and neutral accent.
• Customer Focus: Ability to stay calm, empathetic, and solutions-oriented when helping homeowners.
• Work Ethic: Self-motivated, detail-oriented, and comfortable working in a high-volume call environment.
• Work Environment: Quiet, noise-free home office setup with reliable internet connection.
• Schedule: Full-time role (40 hours/week) with overnight EST shift or weekend coverage as part of the regular schedule.

• Work Remotely: Enjoy the flexibility of a fully remote role, allowing for a better work-life balance.
• Professional Growth: Access opportunities for skill development and career advancement in a rapidly growing AI company.
• Collaborative Team Environment: Be part of a supportive, forward-thinking team where your ideas and contributions are valued.