Customer Service, Administrative Assistant

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Manage All Customer Communication Channels

• Provide inbound and outbound support via phone, email, SMS, and chat, ensuring no channel is neglected.

• Comprehensive Appointment Management

• Handle scheduling, confirmations, rescheduling, reminders, and light service recovery efficiently across all locations.

• Ownership of CRM / Help Desk Operations

• Maintain clean and up-to-date notes, tags, statuses, dispositions, and follow-up tasks at all times. No excuses.

• Support for Franchise Administration

• Execute routine franchise support tasks to allow location managers and owners to concentrate on operations and sales.

• Management of Escalations

• Address billing issues, complaints, franchisee concerns, and urgent situations with a clear standard operating procedure and escalation matrix established at onboarding.

⛳️ Requirements

• Minimum of 3 years of experience in customer-facing or administrative support roles.

• Demonstrated ability to manage over 60 customer interactions daily for at least 6 consecutive months.

• At least 2 years of experience with CRM/help desk platforms (such as Zendesk, HubSpot, Salesforce, ServiceTitan, or similar).

• Must be available to work during U.S. business hours (a minimum of 6 hours per day, 5 days a week).

• Strong performance history: Quality Assurance score of 90% or higher, Customer Satisfaction score of 4.5 out of 5 or greater, or the capacity to succeed in a top-tier writing and audio assessment.

🏝️ Benefits

• Accelerated Hiring Process: We act swiftly, communicate effectively, and ensure candidates are well-informed.

• Improved Role Matching: You are assigned to positions where you can genuinely excel and develop, rather than merely filling a vacancy.

• Genuine Advancement Opportunities: High achievers unlock salary increases, long-term job security, and future prospects.

• Collaborate with U.S. Operators: Gain direct insights from franchise owners and operators dedicated to growth and execution.

• True Ownership: Your contributions have a direct impact on operations. Experience less bureaucracy and more responsibility from day one.

• Exposure to Multiple Locations: Work across various franchise sites and understand the dynamics of scalable operations.