Job Details

Customer Service & Sales Representative – Second Shift

Location: Remote – Latin America or South Africa Compensation: $2,000–$2,500 USD/month Schedule: Second Shift – approximately 1:00 PM–9:00 PM Central Time, with weekend coverage Preferred Schedule: Tuesday–Saturday Experience: Approximately 4–8 years in a relevant customer-facing role, ideally supporting U.S.-based customers

About Our Client: Our client is a growing electrical services company with an expanding home service division serving residential customers.

The company has reached an important stage of growth within its home services operation. The division currently has approximately nine field technicians, creating a growing volume of inbound customer inquiries, service requests, estimates, appointments, and administrative work.

As field capacity has expanded, the customer service infrastructure supporting those technicians also needs to scale.

Currently, a single U.S.-based Customer Service Representative manages much of the customer-facing workload. While this structure has supported the business to date, increasing demand means the existing CSR is reaching capacity.

One of the company's largest opportunities is extending customer coverage beyond traditional working hours.

A significant number of prospective customers discover our client through channels such as Google Ads and call during the late afternoon, evening, and weekends. Calls coming in between approximately 4:00 PM and 7:00 PM, as well as weekend inquiries, are not always captured immediately.

For a home services company, response time matters. Customers experiencing an electrical issue or looking for service may simply contact the next provider if their initial call is not answered.

The client is therefore expanding its customer service team by adding a dedicated second-shift professional who can capture these opportunities while also proactively helping the company convert existing quotes into booked work and collect outstanding accounts receivable.

About the Role

We are looking for an experienced, proactive Customer Service & Sales Representative to support its growing home service division.

This position will operate primarily as the company's second-shift CSR, extending customer coverage into the afternoon and evening while also providing weekend support.

However, this is not purely an inbound call-answering position.

The successful candidate will be responsible for three major areas of the customer lifecycle:

1. Capturing new inbound opportunities Answering customer calls and converting inquiries into scheduled appointments.

2. Converting outstanding quotes Proactively following up with customers who have already received estimates but have not yet moved forward.

3. Supporting accounts receivable collections Following up professionally with customers who have outstanding invoices or unpaid balances.

The ideal candidate therefore combines the service mindset of an excellent CSR with the commercial instincts of a salesperson.

You should be comfortable answering the phone and helping a customer, but equally comfortable picking up the phone proactively, following up on a quote, addressing hesitation, asking for the business, and moving an opportunity toward a confirmed booking.

This position will work closely with the client's existing U.S.-based CSR and broader home services team.

Key Responsibilities

Inbound Customer Service & Lead Management

• Serve as a primary point of contact for customers during second-shift hours.
• Answer incoming customer calls professionally, promptly, and confidently.
• Capture new inquiries generated through Google Ads and other lead-generation channels.
• Understand the customer's reason for contacting Equality Electric and gather all required information.
• Determine the appropriate next step based on the customer's service requirements.
• Ensure prospective customers receive a fast response rather than waiting until the following business day.
• Provide professional and helpful customer service throughout every interaction.
• Represent Equality Electric as a knowledgeable and trustworthy extension of its U.S.-based team.

Appointment Scheduling

• Convert qualified inbound inquiries into scheduled service appointments.
• Book customer appointments directly into FieldPulse CRM.
• Gather accurate customer, property, and service information before scheduling.
• Confirm appointment details and expectations with customers.
• Ensure technicians receive accurate information regarding scheduled work.
• Maintain clean and accurate scheduling records.
• Help maximize utilization of The client's growing field technician team.

Quote Follow-Up & Sales Conversion

A major component of this role will be proactively converting existing opportunities into revenue.

The client currently does not have a dedicated process or team member consistently following up with customers who have received quotes but have not booked.

The successful candidate will:

• Review outstanding and unconverted customer quotes.
• Proactively contact customers to follow up on previously issued estimates.
• Determine why a customer has not yet moved forward.
• Answer questions regarding proposed work and next steps.
• Build rapport and confidence with prospective customers.
• Address reasonable objections or concerns.
• Create urgency where appropriate.
• Consistently follow up on open opportunities.
• Ask customers for the business and guide them toward booking.
• Schedule approved work once the customer is ready to proceed.
• Maintain accurate notes regarding quote status and follow-up activity.
• Help create a repeatable quote-conversion process for the business.

This portion of the role requires someone comfortable being proactive rather than reactive.

The ideal candidate will not simply wait for the phone to ring; they will actively identify revenue opportunities sitting within the existing pipeline and work to convert them.

Accounts Receivable Follow-Up

The representative will also provide support around outstanding customer balances.

Responsibilities will include:

• Review accounts with unpaid or outstanding invoices.
• Contact customers professionally regarding payment.
• Follow up consistently on overdue balances.
• Answer basic questions regarding outstanding invoices where appropriate.
• Document collection activity and customer communication.
• Escalate payment disputes or more complex account issues to the appropriate internal team member.
• Maintain professionalism and customer relationships throughout the collections process.

The goal is to create a consistent follow-up process without compromising the customer experience.

CRM & Pipeline Management

• Work extensively within FieldPulse CRM.
• Enter and maintain accurate customer information.
• Schedule appointments directly within the platform.
• Document calls, conversations, quote follow-ups, and customer commitments.
• Update lead and quote statuses consistently.
• Maintain visibility into outstanding follow-up activities.
• Ensure opportunities do not fall through the cracks.
• Keep the existing CSR and management team informed of important customer issues or opportunities.

Ideal Candidate Profile

The client is looking for a high-caliber, experienced customer-facing professional rather than an entry-level virtual assistant.

The ideal candidate will likely have approximately 4–8 years of relevant professional experience, preferably within customer service, inside sales, home services, appointment scheduling, client success, or another role requiring regular interaction with U.S.-based customers.

The company is intentionally targeting a stronger experience tier because it wants someone capable of taking meaningful ownership of the role and remaining with the business as it grows.

You should be someone who naturally looks for opportunities to solve problems and generate results rather than simply completing assigned tasks.

The ideal candidate will be:

• Highly articulate and confident on the phone.
• Customer-focused and naturally personable.
• Commercially minded.
• Comfortable asking for the sale.
• Proactive about following up with customers.
• Persistent without being aggressive.
• Highly organized.
• Comfortable managing multiple customer conversations and priorities.
• Able to work independently during second-shift hours.
• Reliable and responsive.
• Comfortable handling conversations regarding outstanding payments.
• Tech-savvy and able to learn new systems quickly.
• Detail-oriented when entering customer and scheduling information.
• Comfortable working in a fast-growing home service environment.

Required Qualifications

• Approximately 4–8 years of relevant customer service