Customer Service & Administrative Assistant

Accountabilities:: Manage all inbound and outbound customer communications across phone, email, SMS, and live chat, ensuring timely and professional responses across multiple franchise locations. Handle high daily interaction volumes while maintaining excellent service quality, consistent communication, and minimal response backlogs. Coordinate the complete appointment management process, including scheduling, confirmations, rescheduling, reminders, and follow-ups. Manage customer inquiries and service-related requests, ensuring issues are addressed efficiently and escalated when necessary. Maintain accurate and up-to-date CRM and help desk records, including customer notes, tags, statuses, dispositions, and follow-up tasks. Monitor leads, customer conversations, and pending requests to ensure nothing is missed or left unresolved. Provide administrative support for routine franchise operations, helping location managers and owners manage their workloads effectively. Handle escalations involving billing questions, customer complaints, franchise-related matters, and urgent operational situations. Follow established Standard Operating Procedures (SOPs) and escalation guidelines while exercising sound judgment in unexpected situations. Monitor outstanding appointments, customer interactions, and administrative tasks to ensure consistent execution across all locations. Communicate proactively with customers, franchise owners, location managers, and internal teams to maintain smooth operational workflows. Contribute to improving customer service processes, administrative organization, and communication efficiency. Demonstrate accountability and ownership of daily responsibilities, ensuring reliable execution without requiring constant supervision. Requirements: At least 3 years of professional experience in customer service, customer support, administrative assistance, or another customer-facing operational role. Proven ability to manage 60 or more customer interactions per day for at least six consecutive months , while maintaining service quality and accuracy. At least 2 years of hands-on experience using CRM or help desk platforms such as Zendesk, HubSpot, Salesforce, ServiceTitan, or similar systems. Demonstrated ability to manage multiple communication channels simultaneously, including phone calls, emails, SMS, and live chat. Strong appointment scheduling and administrative coordination skills, with excellent attention to detail and follow-through. Experience maintaining accurate CRM records, managing follow-up activities, and organizing customer information. A proven track record of strong customer service performance, ideally demonstrated through QA scores of 90% or higher and/or CSAT ratings of 4.5/5 or above. Alternatively, the ability to successfully complete a high-standard written communication and audio assessment. Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically. Strong organizational and time-management abilities, with the capacity to prioritize tasks and manage high workloads without compromising quality. Proactive problem-solving skills and the ability to handle complaints, escalations, and time-sensitive situations calmly. High levels of ownership, reliability, accountability, and independence in daily execution. Ability to follow established procedures while applying good judgment when handling complex customer situations. Availability to work during overlapping US business hours, with a minimum of 6 hours per day, 5 days per week . A professional home office setup and reliable internet connection. Willingness to submit an introductory video as part of the recruitment process. Benefits: Competitive compensation: USD 1,250 per month during the first 90 days, increasing to USD 1,500 per month after the initial 90-day period . Fully remote work: Work from home from Brazil without the need to commute. Performance-based growth: Strong performers may unlock additional salary increases, long-term stability, and future career opportunities. Direct business exposure: Work closely with US-based franchise owners, operators, and location managers. Real ownership and responsibility: Take an active role in daily operations and directly contribute to customer satisfaction and business performance. Multi-location experience: Gain exposure to different franchise locations and develop an understanding of scalable operational processes. Professional development: Strengthen your customer service, CRM management, administrative coordination, and problem-solving skills. Growth opportunities: Potential access to additional opportunities as the business and franchise network expand. Efficient recruitment: Benefit from a streamlined hiring process with clear communication and timely updates. Working schedule: Monday to Friday, 9:00 AM to 6:00 PM, aligned with the relevant US time zone (PST, CST, or EST). Work arrangement: Full-time, remote position.