Customer Service Representative - (HR31520DN)

Job Title: Customer Service Representative
Location: Remote (EST Time Zone)
Salary Range: up to 2000 USD

Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals.

About the Company:

Sagan represents a dynamic, US-based service organization with a strong focus on delivering exceptional customer experiences. The team is fast-moving, customer-first, and values team members who bring a positive attitude and strong communication skills.

Position Overview:

We are seeking a dedicated and personable Customer Service Representative to join the team. In this role, you'll handle incoming customer calls and convert them into scheduled service appointments. This position is ideal for someone enthusiastic about solving customer problems, communicates clearly, and is confident on the phone.

Key Responsibilities:

• Respond to incoming customer calls with professionalism and courtesy, offering appointment windows and requested lead times.
• Engage in outbound calling to secure the appropriate amount of scheduled calls and club memberships required for a successful service operation.
• Convert calls into booked appointments using the Customer Care 'Call Script' and established processes for quality and efficiency.
• Maintain required daily call counts to meet daily, weekly, and monthly quotas.
• Document and maintain complete, accurate, and updated customer information in the internal system.
• Ensure Club Memberships are renewed and preventative maintenance appointments are scheduled for technicians.
• Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
• Follow up on open or unresolved customer concerns as needed.
• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Communicate effectively with internal team members to ensure customer needs are met.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Maintain a high level of customer satisfaction by providing timely, accurate, and helpful information.

Qualifications:

• Strong spoken English and confident phone presence.
• Previous customer service, call center, or appointment booking experience.
• Ability to learn quickly and follow scripts/processes with accuracy.
• Comfortable working independently and managing time effectively.
• Reliable internet connection and a remote working setup.

Nice-to-Haves:

• Experience with ServiceTitan or similar service/dispatch platforms.
• Familiarity with GSuite (Gmail, Google Sheets, Docs, Drive, Chat).

Resume Submission Guidelines:

💡To help us review your application efficiently, please submit your resume in text-based PDF format only.

🔸Avoid uploading scanned documents, image files (JPG/PNG), or Word documents (DOC/DOCX) format to prevent your application from being overlooked.

📍Important: For timely processing, both your resume and introductory video must be submitted in English.