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Customer Service & Administrative Assistant - (LATAM)Scalesource • New York, New York, United States
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Customer Service & Administrative Assistant - (LATAM)

Scalesource
  • US
    New York, New York, United States
  • US
    New York, New York, United States
Apply Now

About

Customer Service & Administrative Assistant – (LATAM) Location:
Remote (Work from Home) Schedule:
Monday – Friday | 9:00 AM – 6:00 PM (PST,CST,EST) Compensation:
$1,250 USD/month for the first 90 days / $1,500 USD/month after that.
About the Role This is not a passive, ticket-taking customer service role. This is front-line ownership of every customer interaction across multiple franchise locations. Volume is high, expectations are clear, and execution matters every single day.
If you’re the type who keeps things organized, responds fast, and takes pride in clean communication and zero dropped balls, keep reading. If you need constant direction or struggle in fast-paced environments, this won’t be the right fit.
This role is the front line of franchise operations, owning the full customer communication lifecycle from first contact to resolution. You’ll handle inbound and outbound interactions, manage appointments, and keep CRM systems clean so no lead, customer, or task falls through the cracks.
By taking full ownership of communication and admin workflows, you allow location managers to stay focused on operations and growth, while ensuring every customer experience is fast, organized, and consistent.
What You'll Actually Do
Own All Customer Communication Channels Inbound and outbound coverage across phone, email, SMS, and chat. No channel gets left hanging.
Appointment Management End-to-End Scheduling, confirmations, reschedules, reminders, and light service recovery handled cleanly across all locations. Ship it.
CRM / Help Desk Ownership Notes, tags, statuses, dispositions, and follow-up tasks kept clean and current at all times. No excuses.
Franchise Admin Support Handles routine franchise support tasks so location managers and owners stay focused on operations and sales
Escalation Management Billing issues, complaints, franchisee matters, and urgent scenarios handled with a clear SOP and escalation matrix set at onboarding. Get it done.
Expectations
Maintain fast response times across all channels (phone, email, SMS, chat) with minimal backlog
Handle high daily volume (60+ interactions) without sacrificing quality or tone
Keep CRM/help desk systems 100% clean and updated (notes, tags, follow-ups, statuses)
Ensure zero dropped conversations, leads, or appointments across locations
Manage scheduling and follow-ups with accuracy and consistency
Communicate clearly, professionally, and proactively with customers and internal teams
Follow SOPs for escalations while using good judgment under pressure
Show ownership, reliability, and accountability in day-to-day execution
Requirements
3+ years of experience in customer-facing or administrative support roles
Proven ability to handle 60+ customer interactions per day for at least 6 consecutive months
2+ years of experience with CRM/help desk platforms (Zendesk, HubSpot, Salesforce, ServiceTitan, or similar)
Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week)
Strong performance track record: QA 90%+, CSAT 4.5/5+, or ability to pass a top-tier writing and audio assessment
Professional home office setup and reliable internet.
Benefits
Faster Hiring Process: We move quickly, communicate clearly, and don’t leave candidates guessing
Better Role Matching: You’re placed in roles where you can actually perform and grow, not just fill a seat
Real Upside: Strong performers unlock raises, long-term stability, and future opportunities
Work With U.S. Operators: Direct exposure to franchise owners and operators focused on growth and execution
Real Ownership: Your work directly impacts operations. Less bureaucracy, more responsibility from day one
Multi-Location Exposure: Work across multiple franchise locations and learn how scalable operations actually run
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  • New York, New York, United States

Languages

  • English
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