Customer Service Representative

Location: Remote (Latin America, South Africa, and South Asia preferred)

Salary Range: Up to 1500 USD/month 

Work Schedule: Monday to Friday; 8:30 AM – 5:00 PM (PST)

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 U.S.-based businesses, connecting candidates from 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 growing U.S.-based home services company committed to delivering exceptional customer experiences through responsive, personalized support. The team values adaptability, accountability, and building long-term relationships with homeowners.

Position Overview:

We are seeking a Customer Service Representative to serve as the primary point of contact for homeowners, providing outstanding support across phone, email, and text. This role is ideal for someone who has previously worked for a U.S.-based residential trades or home services company and is comfortable handling a variety of customer situations without relying on rigid scripts.

Key Responsibilities: 

• Answer inbound customer inquiries via phone, email, and SMS in a friendly and professional manner.
• Assist homeowners with scheduling, rescheduling, and service-related requests.
• Coordinate with field technicians to ensure smooth communication and timely service.
• Handle billing questions, invoice inquiries, and payment-related follow-up.
• Resolve customer concerns efficiently while providing a personalized experience.
• Maintain accurate customer records within the CRM.
• Collaborate with internal teams to ensure customer issues are resolved promptly.
• Support general administrative and customer service tasks as needed.

Qualifications:

• Experience in a customer service role supporting a U.S.-based residential trades or home services business (HVAC, plumbing, electrical, roofing, restoration, landscaping, etc.).
• Experience working directly with homeowners.
• Excellent written and spoken English with a professional, customer-friendly communication style.
• Comfortable handling unique customer situations without relying on rigid call-center scripts.
• Experience in a small or mid-sized business environment is strongly preferred. Candidates whose background is primarily in large corporate call centers or highly scripted customer support environments may not be the best fit.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Proficient with CRM systems and standard business software.
• Experience with Jobber is a plus.

Nice-to-Haves:

• Experience supporting small or mid-sized businesses.
• Scheduling or dispatch experience within the home services industry.
• Familiarity with invoicing and payment follow-up.
• Experience working remotely for a U.S.-based company.
• What Success Looks Like
• Delivers a consistently warm, professional experience for every homeowner.
• Resolves customer concerns efficiently while maintaining high customer satisfaction.
• Communicates effectively with both customers and internal teams.
• Keeps customer records organized and up to date.
• Contributes to a smooth day-to-day operation by proactively supporting the team.