Customer Service Rep (C-551)

SMASH, Who we are?
We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.

We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits

• Wellness Coverage

• Remote Work

• Birthday day off

• Recognition and rewards system

• Referrals Program

• Business skill coaching

• English classes for Smashers and relatives

• Learning opportunities

This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica to apply for this role.

Role summary
You will deliver a best-in-class customer experience by resolving customer inquiries efficiently through phone and email channels. This role focuses on first-contact resolution, clear communication, and collaboration across teams to ensure customer needs are met accurately and professionally in a remote environment.

Responsibilities

• Respond to inbound customer inquiries via phone and email, aiming for one-contact resolution.

• Analyze customer needs and provide clear, accurate solutions or information.

• Process customer payments using approved inbound and outbound collection methods.

• Communicate maintenance updates and service-related information via calls, email, or text.

• Serve as backup support for limited overflow sales, reservations, or rental requests.

• Document interactions and outcomes accurately in customer relationship management systems.

• Collaborate with internal departments to resolve issues efficiently while on the call.

• Demonstrate empathy, de-escalation, and professionalism in all customer interactions.

• Manage multiple tasks and systems simultaneously to resolve customer issues.

• Adhere to company guidelines, schedules, and service quality standards.

Requirements – Must-haves

• High school diploma or equivalent.

• 3+ years of customer service experience, with at least 2 years working remotely.

• Proven ability to clearly explain how your work supports customers and business objectives.

• Strong verbal and written communication skills.

• Excellent customer service skills, including empathy, acknowledgment, and de-escalation.

• Ability to organize, plan work, and manage multiple priorities.

• Strong problem-solving and negotiation skills.

• Comfort working with multiple systems and databases simultaneously.

• Reliable home office setup with stable internet and a low-noise work environment.

• Flexibility to work a 5-day schedule, including potential weekends.

Nice-to-haves (optional)

• Experience in call center or contact center environments.

• Familiarity with payment processing or billing-related customer support.

• Experience supporting sales or reservation teams during peak periods.

• Prior experience using CRM or customer support platforms.

Languages

• English B2+, Spanish C1