Bilingual Customer Service Representative

ABOUT MASTERPRO

MasterPro Installs is a U.S. appliance delivery and installation company operating in the U.S. We are an authorized installer for some of the largest retailers in the United States. Our trucks deliver and install refrigerators, ranges, dishwashers, and cooktops in customers' homes every day, and our remote team in Brazil is the voice our customers hear before and after every visit.

THE ROLE

You will be the direct line between MasterPro and our U.S. customers. You will confirm appointments, solve scheduling problems, follow up after installations, and make sure every customer interaction ends better than it started. You will work inside our CRM and operations systems all day; everything you do gets documented, tracked, and measured.

Our field teams are scored on customer surveys, and your work directly moves those scores.

WHAT YOU WILL DO

• Handle inbound and outbound customer contact by phone, SMS, and email: appointment confirmations, rescheduling, arrival windows, and post-installation follow-up.

• Work daily inside our CRM and operations platforms, keeping every customer record complete, accurate, and up to date — no exceptions.

• Coordinate in real time with U.S.-based dispatch and field teams to solve same-day problems: delays, access issues, product problems, and customer questions.

• Drive customer survey participation and satisfaction after every completed job — our teams are measured on surveys, and you own the follow-up that makes them happen.

• De-escalate frustrated customers with patience and professionalism, and turn complaints into resolved cases with documented outcomes.

• Flag recurring issues and process gaps to management — we promote problem-solvers, not ticket-closers.

REQUIRED

• Fluent, professional English — spoken and written. You will talk with American customers by phone all day. Interviews are conducted 100% in English.

• Minimum 1 year of hands-on experience with CRM systems (Salesforce, HubSpot, Zendesk, Freshdesk, Monday.com, or similar). You know how to live inside a CRM: logging, updating, searching, and following workflows.

• 100% remote readiness: reliable high-speed internet, a quiet professional workspace, a computer in good condition, and a quality headset.

• Availability during U.S. Pacific Time business hours (afternoon/evening in Brazil).

NICE TO HAVE

• Experience serving U.S. or other international customers.

• Experience with Monday.com, scheduling systems, or logistics/home-services operations.

• Spanish, in addition to English — many of our customers are bilingual.

WHAT WE OFFER

• 100% remote work from anywhere in Brazil, on a long-term engagement with a growing U.S. company.

• Compensation in line with experience, paid reliably every month.

• Real growth: our Brazil team members grow into finance, operations, and coordination roles as the company expands into new U.S. markets.

• Direct exposure to U.S. operations, tools, and standards — you will work with modern systems and real automation, not spreadsheets and improvisation.

HOW TO APPLY

Apply here on LinkedIn AND send your resume in English to [email protected] with the subject line "Customer Service — Brazil". Include one short paragraph, in English, telling us about a difficult customer you turned around. Applications without the paragraph will not be reviewed — that paragraph is the first test.