Job Details

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Customer Experience Specialist (100% Work From Home)

Location: Remote from Latin America

Position Type: Full-time
Salary:$1,200 - $1,600 USD / month (based on experience)

Schedule: Monday - Friday, 8:00 AM - 5:00 PM Central Time (Includes rotating weekend coverage)

About Our Client

Our Client operates a fast-growing mobile pet grooming business in the St. Louis area, built on the principle of providing a premium, stress-free experience for pets and their owners. By utilizing fully equipped mobile vans, they offer a 100% cage-free, one-on-one grooming service directly at the client's doorstep.

Position Overview

This is not a traditional customer service role; it is a dynamic coordination and dispatch position. The Customer Experience & Scheduling Specialist manages the entire client journey, from the initial inquiry through to the strategic optimization of the daily grooming calendar.

The successful candidate will act as a central hub, making real-time decisions that balance groomer productivity with an exceptional customer experience. This role requires a "business owner" mindset

Key Responsibilities
Strategic Scheduling & Logistics

• Manages daily grooming schedules to ensure a perfect balance between efficiency and quality.
• Organizes appointments geographically to minimize travel time and maximize the number of pets served.
• Spaces appointments appropriately to ensure groomers have the time needed to maintain high safety and grooming standards.

Client Experience & Communication

• Serves as the primary point of contact via phone, text, and email, handling all inquiries with a natural, unscripted, and professional tone.
• Guides customers through service selection and provides accurate quotes based on pet needs.
• Resolves scheduling conflicts, customer questions, and changes in a calm, composed manner

Operational Support

• Proactively communicates with groomers throughout the day to support field operations.
• Maintains meticulous customer and pet records, including specific grooming preferences and behavioral notes.
• Ensures no double-bookings occur and that all logistical details are audit-ready and accurate.

Required Qualifications

• Language: Fluent English with the ability to handle complex conversations without a script.
• Experience: Minimum of 2 years in scheduling, logistics, or high-touch customer coordination.
• Technical Proficiency: Highly comfortable with CRM systems, scheduling tools, texting platforms, and Google Calendar.
• Work Style: A self-starter who takes extreme ownership of their shift and can work independently without micromanagement.

Key Competencies

• Attention to Detail: Absolute precision in note-taking and calendar management
• Composure: Ability to stay calm under pressure and de-escalate upset clients.
• Reliability: A proven track record of punctuality and completing tasks without reminders.

Preferred Skills (Nice-to-Have)

• Previous experience in the pet industry, veterinary services, or professional grooming.
• Background in route optimization or field service scheduling (e.g., HVAC, plumbing, or cleaning services).
• Sales or upselling experience (recommending add-ons or encouraging rebookings).

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don't qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!