Remote Bilingual Customer Service Representative

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity. Job Title: Remote Bilingual Customer Service Representative (100% Work From Home) Location: Remote from Latin America Position Type: Full-time Salary: $1,200 - 1,500 USD/month depending on experience Schedule: 5 days a week, within 8:00 AM to 8:00 PM, Monday through Saturday, and 8:00 AM to 6:00 PM on Sunday (schedules will be rotational along with their current team) Job Overview: Our client is a premier self-storage operator managing 57 facilities across three states. They pride ourselves on a high-performing, remote operational model that balances rigorous systems with genuine human connection. We are seeking a Bilingual Customer Experience Specialist to join our client's tight-knit team. This role is the frontline of our brand, serving as a trusted advisor to tenants during significant life transitions. We are looking for professionals who offer a blend of empathetic support, sales drive, and technical proficiency. Responsibilities: • Leasing & Revenue Growth • Strategic Upselling: Actively guide prospective tenants toward the best storage solutions, including optimal unit sizes, tenant protection plans, and ancillary retail products. • Lead Management: Execute outbound "cart abandonment" follow-ups to convert web inquiries into completed rentals. • Collections: Conduct outbound collection calls with a balance of firmness and empathy to secure payments and resolve account delinquencies. • Reputation Management • Google Review Acquisition: Execute a dedicated workflow for post-move-in check-ins, ensuring tenant satisfaction and proactively soliciting high-quality Google reviews to maintain facility ratings. • Multi-Channel Support • Inbound Communications: Manage high-volume phone line, SMS, email, and live chat inquiries with professional poise and a focus on first-call resolution. • Problem Solving: Resolve complex issues regarding gate access, billing discrepancies, and account management. • Operational Support • Cross-Functional Tasking: Monitor facility security feeds, process move-in approvals, manage work orders, and coordinate with insurance adjusters on tenant claims. • Google Suite Mastery: Maintain high standards of data integrity and documentation within Google Sheets, Docs, and Shared Drives. Qualifications, Skills, and Key Competencies: • Bilingual Fluency: Professional proficiency in both English and Spanish is mandatory. • Technical Proficiency: Highly skilled in Google Suite and comfortable navigating cloud-based CRM and communication tools. • Communication Excellence: A proactive communicator who thrives in a remote minded environment, consistently reporting task status and facility updates to the team throughout the shift. • Resilience: The ability to remain calm and objective during emotionally charged interactions or high-pressure situations. • Sales Instinct: A natural ability to identify customer needs and confidently offer solutions that drive value. Application Disclaimer: Please Read Before Proceeding To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description. Voice/Video Recording is REQUIRED Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified. Mandatory Knockout Questions Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America. Apply Wisely To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications. Check Your SPAM Folder All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication. We appreciate your interest and look forward to reviewing your application! Apply tot his job