{"id":3758348,"url":"https://alion.io/job/pavago-customer-service-rep","title":"Customer Service Rep","company":{"id":1117,"name":"Pavago","domain":"pavago.co","url":"https://alion.io/company/pavago","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":204,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"CT","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AR","MX","CR","HN","PE"],"hiring_countries_total":5,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T17:39:58Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T08:05:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Position Type: Full-Time | Remote\nWorking Hours: Monday-Friday, 8:00 AM-5:00 PM U.S. Central Time\nAbout the Role\nWe are looking for a confident and customer-focused Customer Service Representative / Booking Coordinator to manage incoming customer inquiries and turn qualified leads into booked service appointments.\nThis role is ideal for someone with experience supporting U.S.-based home service customers who knows how to communicate professionally, handle objections, follow up consistently, and confidently ask for the appointment. You will take ownership of each inquiry and ensure every customer receives a clear outcome.\nKey Responsibilities\nCustomer Communication & Appointment Booking\nAnswer inbound calls with warmth, confidence, and professionalism.\nAsk relevant questions to understand the customer's needs, confirm the service area, and identify the urgency of the request.\nGuide qualified customers toward booking an appointment and confidently ask for the appointment.\nHandle pricing questions and explain approved service-fee and upfront-pricing policies accurately.\nLead Follow-Up\nRespond promptly to missed calls, voicemails, text messages, and online inquiries.\nFollow up consistently with qualified leads that have not yet booked.\nTrack and document the outcome of every follow-up to ensure no opportunity is missed.\nScheduling & Documentation\nEnter accurate customer details, job descriptions, lead sources, and dispatch notes into ServiceTitan.\nCoordinate scheduling with the dispatch team without promising availability that has not been confirmed.\nMaintain clear and accurate records of all customer interactions.\nReporting & Performance\nProvide daily updates on bookings, pending follow-ups, and reasons qualified leads did not book.\nTake ownership of key performance metrics, including booking rate, response time, follow-up completion, documentation accuracy, and customer experience.\nRequired Experience & Skills\nAt least 2 years of experience supporting U.S.-based home service customers, preferably in plumbing, HVAC, electrical, or a similar industry.\nProven experience with appointment booking, lead follow-up, and objection handling.\nClear spoken and written English with strong listening and communication skills.\nStrong organizational skills and the ability to work independently and follow through on tasks.\nExperience using ServiceTitan is strongly preferred.\nA quiet and professional workspace, reliable high-speed internet, and a quality headset.\nReliable backup arrangements for internet connectivity and power.\nAbility to remain fully focused on the role during scheduled working hours.\nSpanish proficiency is a plus.\nPerfect Fit / Culture\nYou take ownership of every customer inquiry and follow it through to a clear outcome.\nYou are confident asking for the appointment without being overly pushy.\nYou follow up consistently and do not let qualified leads fall through the cracks.\nYou communicate professionally, stay organized, and take responsibility for your results.\nYou can work independently while knowing when to coordinate with the wider team.\nTypical Day\nYour day starts by reviewing new inquiries, missed calls, and pending follow-ups. You spend much of your time answering inbound calls, understanding customer needs, and working to convert qualified inquiries into booked appointments. Throughout the day, you follow up with unbooked leads, respond to messages, and keep customer information and scheduling notes accurate in ServiceTitan.\nYou will coordinate closely with the dispatch team when scheduling appointments and provide a daily summary of bookings, outstanding follow-ups, and any reasons qualified customers did not move forward.\nInterview Process\nAI Screening\nClient Interview\nOffer Stage\n#LI-AG1","description_format":"text","description_chars":3765,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Argentina","iso":"AR","kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"},{"name":"Honduras","iso":"HN","kind":"country"},{"name":"Peru","iso":"PE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-11-04T17:39:58Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":32,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/pavago-customer-service-rep","json_url":"https://alion.io/job/pavago-customer-service-rep.json","meta":{"generated_at":"2026-11-09T09:04:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8150,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1117},"rest":"https://alion.io/mcp/rest/get_company?id=1117"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpavago-customer-service-rep"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpavago-customer-service-rep"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpavago-customer-service-rep"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pavago-customer-service-rep\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-customer-service-rep"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3758348}},{"tool":"search_jobs","arguments":{"company":"pavago.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3758348},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}