Customer Service Representative / Csr

We are looking for a personable, organized, and self-driven Customer Service Representative to join our client's team. This role balances outbound calling (30 to 40%) with administrative and email support (60 to 70%). You will contact existing customers and members only, so there is no cold calling.

What you'll own

• Make 100+ outbound calls daily to existing customers and membership members for appointment scheduling and follow-ups.
• Manage a high volume of customer email correspondence, especially for commercial accounts.
• Follow up with customers to fill the three-day scheduling board.
• De-escalate concerns and guide upset customers toward positive resolutions.
• Keep accurate records in the CRM and track every customer interaction.
• Contribute to membership program growth through proactive engagement.

• C2 level English: clear, professional, and confident on both phone and email.
• 2+ years of customer service experience combining phone and email support.
• Stable work history showing growth and tenure rather than frequent job changes.
• Comfortable owning your day in an unstructured, low-oversight remote environment.
• Strong conflict resolution skills and ability to de-escalate tense situations.
• Experienced with CRM systems and email tools; staying organized when workload shifts.

Here is what to expect after you apply

1. You will get an email from Puente with a short online assessment and a quick grammar check.
2. You will record three short video answers so we can see how you communicate.
3. If it looks like a fit, our recruiter sets up an interview.
4. Shortlisted candidates are introduced to the US client team for final interviews.

This is a full-time independent contractor role, Monday to Friday 8:30 AM to 5:00 PM EST. Pay starts at $900 to $1,350 USD per month with clear performance-based raises. You will receive a company laptop and work remotely with flexible hours within the EST window.