Bilingual (English / Spanish) Customer Support Representative

Bilingual Csr (SpanishEnglish)

The client is a Y-combinator backed AI platform revolutionizing the HVAC, plumbing, and electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

As a Bilingual Csr (SpanishEnglish), you will serve as the first point of contact for homeowners looking for HVAC, plumbing, or electrical services. You will answer inbound calls, respond to inquiries, and make outbound calls to follow up on service requests or missed leads. Your goal is to provide an excellent customer experience, gather the right information, and book appointments for the client's partner businesses.

Responsibilities

• Answer inbound calls from homeowners, addressing their service needs in a friendly and professional manner.
• Make outbound calls to follow up on web leads, missed calls, or unconfirmed appointments.
• Gather all necessary information (e.g., homeowner details, service needed, preferred schedule) and accurately enter it into the booking system.
• Schedule and confirm appointments for partner HVAC, plumbing, and electrical businesses.
• Communicate clearly in Spanish and English depending on the caller's preference.
• Maintain a helpful, empathetic tone while handling questions, reschedules, and occasional complaints.
• Document all interactions in the CRM, ensuring records are accurate and up to date.
• Meet performance metrics for call handling, appointment-setting, and responsiveness.