Customer Service & Sales Representative – Second Shift
Location:Remote – Latin America or South AfricaSchedule:Second Shift – approximately 1:00 PM–9:00 PM Central Time, with weekend coveragePreferred Schedule:Tuesday–SaturdayExperience:Approximately 4–8 years in a relevant customer-facing role, ideally supporting U.S.-based customers
About Our Client
Our client is a growing electrical services company with an expanding home service division serving residential customers.
The company has reached an important stage of growth within its home services operation. The division currently has approximatelynine field technicians, creating a growing volume of inbound customer inquiries, service requests, estimates, appointments, and administrative work.
As field capacity has expanded, the customer service infrastructure supporting those technicians also needs to scale.
Currently, a single U.S.-based Customer Service Representative manages much of the customer-facing workload. While this structure has supported the business to date, increasing demand means the existing CSR is reaching capacity.
One of the company's largest opportunities is extending customer coverage beyond traditional working hours.
A significant number of prospective customers discover our client through channels such asGoogle Adsand call during the late afternoon, evening, and weekends. Calls coming in between approximately 4:00 PM and 7:00 PM, as well as weekend inquiries, are not always captured immediately.
For a home services company, response time matters. Customers experiencing an electrical issue or looking for service may simply contact the next provider if their initial call is not answered.
The client is therefore expanding its customer service team by adding a dedicated second-shift professional who can capture these opportunities while also proactively helping the company convert existing quotes into booked work and collect outstanding accounts receivable.
About the Role
We are looking for an experienced, proactiveCustomer Service & Sales Representativeto support its growing home service division.
This position will operate primarily as the company'ssecond-shift CSR, extending customer coverage into the afternoon and evening while also providing weekend support.
However, this is not purely an inbound call-answering position.
The successful candidate will be responsible for three major areas of the customer lifecycle:
- Capturing new inbound opportunitiesAnswering customer calls and converting inquiries into scheduled appointments.
- Converting outstanding quotesProactively following up with customers who have already received estimates but have not yet moved forward.
- Supporting accounts receivable collectionsFollowing up professionally with customers who have outstanding invoices or unpaid balances.
The ideal candidate therefore combines the service mindset of an excellent CSR with the commercial instincts of a salesperson.
You should be comfortable answering the phone and helping a customer, but equally comfortable picking up the phone proactively, following up on a quote, addressing hesitation, asking for the business, and moving an opportunity toward a confirmed booking.
This position will work closely with the client's existing U.S.-based CSR and broader home services team.
Key Responsibilities
Inbound Customer Service & Lead Management
* Serve as a primary point of contact for customers during second-shift hours.
Serve as a primary point of contact for customers during second-shift hours.
* Answer incoming customer calls professionally, promptly, and confidently.
Answer incoming customer calls professionally, promptly, and confidently.
* Capture new inquiries generated through Google Ads and other lead-generation channels.
Capture new inquiries generated through Google Ads and other lead-generation channels.
* Understand the customer's reason for contacting Equality Electric and gather all required information.
Understand the customer's reason for contacting Equality Electric and gather all required information.
* Determine the appropriate next step based on the customer's service requirements.
Determine the appropriate next step based on the customer's service requirements.
* Ensure prospective customers receive a fast response rather than waiting until the following business day.
Ensure prospective customers receive a fast response rather than waiting until the following business day.
* Provide professional and helpful customer service throughout every interaction.
Provide professional and helpful customer service throughout every interaction.
* Represent Equality Electric as a knowledgeable and trustworthy extension of its U.S.-based team.
Represent Equality Electric as a knowledgeable and trustworthy extension of its U.S.-based team.
Appointment Scheduling
* Convert qualified inbound inquiries into scheduled service appointments.
Convert qualified inbound inquiries into scheduled service appoi
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Operations & Sales Assistant Arbeitgeber: Hirezar
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