{"id":2740496,"url":"https://alion.io/job/pavago-customer-service-representative-18","title":"Customer Service Representative","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":192,"ghost_share":0,"stale_share":0.984,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AR","BR","MX","CR"],"hiring_countries_total":4,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T20:37:59Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T05:11:02Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Customer Service Representative\nPosition Type: Full-Time, Remote\nWorking Hours: U.S Business Hours\nAbout the Role\nWe’re looking for a friendly, organized, and customer-focused Customer Service Representative to support customers throughout their post-purchase experience, from production and shipping to delivery and installation.\nYou’ll serve as the main point of contact for customer inquiries, providing timely updates, answering product and installation questions, coordinating with internal teams and shipping providers, and resolving order-related issues. The ideal candidate combines excellent communication skills with strong follow-through and a commitment to delivering a positive customer experience.\nWhat You’ll Own\nCustomer Communication & Order Updates\nKeep customers informed about production progress, shipment tracking, delivery schedules, and installation instructions.\nMonitor shipments and notify customers on the expected delivery date.\nRespond to customer inquiries promptly and professionally.\nFollow up proactively to ensure customers know what to expect at every stage.\nProduct Support & Installation Assistance\nAnswer product and installation questions using available resources and approved guidance.\nHelp troubleshoot installation issues and coordinate with technical staff when additional support is needed.\nExplain instructions clearly and help customers understand the next steps.\nCustomer Issue Resolution\nHandle reports of damaged shipments by gathering photos, details, and relevant order information.\nCoordinate claims, replacement parts, and other resolutions with the appropriate teams and providers.\nRespond to frustrated customers calmly and professionally, focusing on practical solutions.\nTrack outstanding issues and follow through until they are resolved.\nOrder Coordination & Recordkeeping\nMaintain accurate customer records, order details, shipment information, and communication history.\nFollow established procedures and ensure important details are documented.\nCoordinate with sales representatives, manufacturers, shipping providers, and technical staff.\nKeep all parties informed to help prevent delays and ensure a smooth customer experience.\nRequired Experience & Skills\nExcellent spoken and written English.\nStrong customer service and communication skills, with a warm and patient approach.\nFamiliarity with construction, home remodeling, installation, or related terminology.\nExcellent organization, attention to detail, and follow-through.\nAbility to follow established procedures while recognizing when an issue needs escalation.\nComfort learning product details and explaining instructions to customers.\nFamiliarity with customer management systems, email, and spreadsheets.\nReliable internet connection and a quiet workspace suitable for customer calls.\nAbility to work consistently from 9:00 AM to 5:00 PM U.S. Eastern Time.\nNice to Have\nExperience supporting customers in shades, windows, home improvement, or building products.\nExperience with shipping, logistics, order tracking, or fulfillment coordination.\nExperience handling damaged deliveries, replacement requests, or shipping claims.\nExperience coordinating between customers, vendors, and technical teams.\nWhat Makes You a Strong Fit\nYou communicate clearly and make customers feel supported, even when problems arise.\nYou take ownership of customer requests and follow through without needing repeated reminders.\nYou stay organized while managing multiple inquiries, orders, and delivery timelines.\nYou remain calm and solution-oriented when dealing with delays, complaints, or unexpected issues.\nYou know when to resolve a problem independently and when to involve the appropriate team.\nYou are proactive about updates and understand the importance of keeping customers informed.\nWhat Success Looks Like\nCustomers receive timely, accurate updates throughout the production and delivery process.\nDelivery expectations and installation instructions are communicated clearly.\nCustomer issues are documented, escalated when necessary, and followed through to resolution.\nInternal teams and external partners stay aligned on outstanding orders and customer needs.\nCustomers experience a smooth, organized, and professional support experience.\nInterview Process\nInitial Screening\nClient Interview\nOffer & Onboarding","description_format":"text","description_chars":4332,"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":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Argentina","iso":"AR","kind":"country"},{"name":"Brazil","iso":"BR","kind":"country"},{"name":"Colombia","iso":null,"kind":"country"},{"name":"Mexico","iso":"MX","kind":"country"},{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-16T20:37:59Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.417,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:1","stale_co","evergreen","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/pavago-customer-service-representative-18","json_url":"https://alion.io/job/pavago-customer-service-representative-18.json","meta":{"generated_at":"2026-10-19T05:39:01Z","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":3428,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-representative-18"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-representative-18"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-representative-18"},{"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-representative-18\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpavago-customer-service-representative-18"}]}