Customer Service Representative

Customer Service Representative (CSR) – Remote | Empathetic Support for U.S. Clients Location: Fully Remote (LATAM-based) | 40 hours per week Role Summary & Mission Higher Options is seeking a warm, detail-oriented Bilingual Customer Service Representative to support U.S.-based clients across phone, email, and chat. If you're someone who takes pride in delivering accurate, empathetic service, loves organizing information, and enjoys being part of a collaborative team, this role was made for you. In this position, you’ll help customers understand services, resolve inquiries, and ensure every interaction is well-documented and followed through with care. You’ll also identify cross-sell opportunities, contribute to team process improvements, and maintain up-to-date records using CRM tools. Your success will be measured by customer satisfaction, task accuracy, and your ability to maintain structured yet compassionate communication. We especially encourage candidates who thrive in structured, service-driven environments, who are bilingual (English/Spanish), and who are committed to making each customer interaction count. Responsibilities Respond to customer inquiries via phone, chat, and email with clarity, empathy, and accuracy. Document every interaction in our CRM and supplier portals—keeping all records updated, clean, and actionable. Process service changes like orders, renewals, and cancellations with attention to accuracy and timeliness. Troubleshoot and resolve customer concerns, escalating complex cases when needed. Follow up proactively to ensure client satisfaction and retention. Support sales and upsell opportunities by identifying client needs and recommending services. Contribute to internal improvements, including documentation, templates, and FAQs. Meet service‑level metrics including response times, call quality, and cross‑sell performance. Qualifications & Work Environment Languages: Advanced bilingual fluency in English and Spanish (written and spoken). Experience: 1–2 years in customer service, call centers, SaaS, or subscription‑based industries. Tech‑savvy: Comfortable using CRMs (e.g., Salesforce, HubSpot), spreadsheets, and team collaboration tools. Soft skills: Strong listening, emotional intelligence, patience, and problem‑solving under pressure. Work style: Reliable, well‑organized, and committed to structured, high‑quality service. Environment: Quiet home office with high‑speed, fixed internet connection (≥20 Mbps down / 10 Mbps up). Availability: Willingness to work U.S. business hours (including occasional weekends). Work Conditions & Benefits Schedule: Full‑time (40 hours per week), commonly Monday through Friday. Standard office hours align with U.S. business hours (primarily CST); some flexibility may be needed based on client needs. Compensation: USD $1000–$1200 per month, with potential for performance‑based bonuses depending on the client and length of service. Paid time off: Often includes Colombian holidays and paid vacation days, depending on the client. Remote work: Work from anywhere with a stable internet connection; we value results over strict hours while emphasising accountability and reliability. Application Process Submit your application: Click Apply on LinkedIn. Initial review: Our team will review your application and reach out within a few days if your profile aligns. Please monitor your email for updates; we will send you a quick survey and some emails if you pass. Interview: If the initial review is successful, we will contact you to schedule a virtual interview. We look forward to learning more about you and helping you build a long‑term, rewarding career with Higher Options. #J-18808-Ljbffr