What does the client’s business do?
Our client is an innovative energy solutions company. They offer a unique approach to reducing energy consumption and costs, providing technologies that enhance efficiency and sustainability for both businesses and residential customers.
What were the responsibilities?
The primary responsibilities for the Customer Support Representative position include:
- Customer Service: Handling inbound calls, voicemails, emails, and service requests related to post-PTO operations.
- Troubleshooting: Executing basic remote troubleshooting to resolve simple service issues.
- Communication: Effectively coordinating with customers, dealers, sales managers, accounting, and operation managers.
- Documentation: Accurately documenting service issues and resolutions.
- Collaboration: Participating in cross-functional meetings.
- Ticket Management: Creating and managing customer service tickets.
- Follow-Up: Ensuring timely resolution of customer issues.
This role is essential for providing excellent customer support and maintaining the efficiency of the Operations, Maintenance, and Support department.
What were the requirements?
- Communication: Exceptional verbal and written English skills.
- Experience: Proven track record in customer service or administrative roles.
- Organization: Strong organizational and problem-solving abilities.
- Education: High school diploma or equivalent.
- Efficiency: Ability to resolve issues promptly and effectively.
- Attention to Detail: Meticulous record-keeping of project information.
- Teamwork: Self-motivated and collaborative team player.
- Background: Experience in customer service, maintenance, or clerical roles.
- Technical Proficiency: Intermediate computer skills.
After sorting through hundreds of candidates vetting for personality, English, aptitude, and attitude, we presented the client with two ideal candidates, but instead of choosing one, the client decided to hire them both!
What were the candidates' backgrounds?
Victoria, a 27 year old trilingual Argentinean with 8 years of experience in customer service. She started her career in a call center in a telephone company in her country where she worked as a customer support agent for more than a year. She answered inbound calls from clients that had a question or an issue with their bill.
Then for 4 years she worked in an administrative position that also required leadership. She had a team of people in charge of attending to customer inquiries, she was the one who was in charge and the one who trained them, so she only got involved when situations escalated.
And lastly, before joining our client, she was a Sales Executive for a US company, her main functions were approaching customers, gaining new clients and maintaining great relationships with businesses.
Her work experience included everything necessary to address the position. Then they also hired Barbara.
A Nicaraguan woman with a degree in Communications and 4 specializations studied around the world. She received a People Management degree in Madrid, Spain, and a Master of Business Administration in Nicaragua.
A professional with more than 10 years of experience in face-to-face and remote similar jobs. Starting with a position as Customer Service and Sales Specialist in her native country, which she held for over two years, giving personalized attention to customers and all potential customers that came into the office.
Then she became Corporate Service Specialist in a local company taking care of the accounts and requirements of the most VIP client portfolio, such as ambassadors, politicians and important corporate companies in the industry.
And finally, in the last few years since the pandemic she decided that remote jobs were the solution. She held up to 3 freelance jobs at the same time as Customer Support and Post-Sales Assistant for different US companies. There she managed incoming calls, responded to customers inquiries, Booked and confirmed appointments, and maintained customer databases.
How did they find these candidates?
The company used Jules! We help US businesses find, hire, and pay top Latin American talent. All while taking the headache out of the process.
Schedule a call and save up to 75% per month hiring with us. If you’re looking for marketing specialists, sales talent, customer support, virtual assistants, operations, project managers, creatives, development, accounting, and more we are here to help!
