Job Title: Customer Service Representative (After-Sale Support)
Industry: Home Improvement – Bathroom Remodeling
Location: Remote – Candidates must be based in Latin America 

Overview
A growing company in the home improvement industry is seeking a Customer Service Representative to join its team and support after-sale operations. The company specializes in bathroom remodeling and is known for its commitment to high-quality workmanship, professionalism, and customer satisfaction. With a dedicated team of 20 professionals and a strong presence in South Florida, the organization is expanding to meet increasing customer demand.

Position Summary
The Customer Service Representative will serve as the main point of contact for customers following installation. This role focuses on delivering a seamless post-sale experience through clear communication, issue resolution, and proactive support. The representative will report directly to the Office Manager and play a key role in maintaining customer satisfaction and reinforcing brand trust.

Key Responsibilities

• Deliver a positive and professional experience for customers after project completion.

• Communicate with clients through phone, email, text, and digital platforms.

• Handle inquiries, concerns, and complaints related to post-sale services.

• Coordinate installation scheduling by liaising with project management, customers, and homeowner associations.

• Work cross-functionally with internal departments such as sales and installation to resolve issues efficiently.

• Use empathy and calm communication to de-escalate customer issues.

• Maintain detailed records of customer interactions.

• Conduct follow-ups to confirm resolution and satisfaction.

• Manage warranty and claim processes with urgency and accuracy.

• Monitor completed projects and assist with the collection of contract balances.

• Identify opportunities for process improvement within the customer support function.

Qualifications

• At least 5 years of customer service experience, preferably with U.S.-based clients.

• Excellent fluency in English (spoken and written).

• Strong multitasking and time management skills.

• High-speed internet connection, reliable computer, and audio equipment.

• Access to a backup power source.

• Ability to work in a quiet, professional home office environment.

• Proactive, respectful, and solution-oriented with excellent interpersonal skills.

• CRM experience is a plus but not required.

Work Schedule

• Monday to Friday | 9:00 AM – 6:00 PM EST

• Occasional after-hours or weekend availability may be required for urgent post-installation issues or collections (e.g., leak complaints or weekend follow-ups).

Compensation & Benefits

• Salary: $1,500 USD/month (paid via ACH monthly)

• Paid Time Off: 2 vacation days and 5 sick/personal days per year

• Lunch Break: 1 hour daily

• Training: 1–2 weeks of remote onboarding and training