We’re looking for a Bilingual Customer Support Representative to support a U.S.-based appliance repair company located in Salt Lake City, Utah.

The company provides appliance repair services through home warranty programs, extended warranties, and direct customer requests. This role will focus on handling customer communications, scheduling service appointments, coordinating repair requests, and maintaining accurate information across the company's CRM and warranty platforms.

The adecuado candidate is organized, responsive, and customer-oriented, with strong communication skills in both English and Spanish. We're looking for someone who can manage multiple requests efficiently, follow established procedures, and provide a positive customer experience in a fast-paced service environment.

Job Description

We’re looking for a Bilingual Customer Support Representative to support a U.S.-based appliance repair company located in Salt Lake City, Utah.

The company provides appliance repair services through home warranty programs, extended warranties, and direct customer requests. This role will focus on handling customer communications, scheduling service appointments, coordinating repair requests, and maintaining accurate information across the company's CRM and warranty platforms.

The ideal candidate is organized, responsive, and customer-oriented, with strong communication skills in both English and Spanish. We're looking for someone who can manage multiple requests efficiently, follow established procedures, and provide a positive customer experience in a fast-paced service environment.

Responsibilities

- Handle inbound and outbound customer calls in English and Spanish.
- Respond to customer inquiries through phone, email, chat, and support tickets.
- Schedule and coordinate appliance repair appointments.
- Assist customers with service requests, appointment updates, and general questions.
- Maintain accurate customer information, service records,



and job updates in ServiceM8 (Service Mate).
- Update repair job statuses and required information in home warranty and extended warranty portals.
- Follow established procedures for call handling, scheduling, pricing questions, and customer objections.
- Coordinate with technicians and internal team members to ensure service requests are handled efficiently.
- Monitor pending requests and follow up with customers regarding appointments, repairs, and service updates.
- Use predefined templates and workflows to document service information accurately.
- Review customer and job information before responding to ensure accurate communication.
- Escalate complex issues or requests to the appropriate team member when necessary.
- Support customer communication workflows and CRM-related administrative tasks.
- Maintain organized records and ensure customers receive timely updates throughout the service process.

Requirements

- Intermediate to Advanced English , both written and spoken, with the ability to communicate confidently with U.S.-based customers.
- Fluent Spanish communication skills.
- Previous experience in customer support, customer service, dispatching, or a similar role.
- Experience handling customer calls, emails, chats, and service requests.
- Strong organizational and multitasking skills in a fast-paced environment.
- Ability to schedule appointments, coordinate service requests, and manage follow-ups.
- Familiarity with CRM systems, ticketing platforms, or service management software.
- Ability to learn and use ServiceM8 (Service Mate) and warranty management portals.
- Strong attention to detail when entering customer information and updating service records.
- Ability to follow standard operating procedures and handle customer questions professionally.
- Proactive, reliable, patient, and solution-oriented.
- Ability to work independently while maintaining clear communication with the team.
- Previous experience in home services, appliance repair, warranty services, or technician dispatching is highly valued.

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📌 Customer Service Representative (Colombia)
🏢 Mate&Work
📍 Colombia