Customer Installation Experience Manager — Full Time, Remote

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: TYPE OF WORK

Full Time

: SALARY

500

: HOURS PER WEEK

TBD

: DATE UPDATED

Sep 15, 2026

JOB OVERVIEW

About us

We install whole-home water filtration and softening systems for homeowners across South Florida. We do about 40 installs a month. Our customers are regular homeowners.
The job in one sentence

When a customer says something is wrong with their system, you take care of them and get a plumber on it fast.

What you'll do

When a customer reports a problem:

Answer fast. Take the call or reply to the text right away. A leaking tank is an emergency to that homeowner.
Calm them down. Listen first. Let them explain. Do not interrupt with solutions.
Get the details. What exactly is happening? Is there water on the floor? Is the screen on or off? Is it beeping? Ask for photos or a short video.
Post it in the dispatch channel. Send the full details to our dispatcher Carl so the next available plumber can be assigned.
Tell the customer what happens next. Confirm that a plumber is being assigned and that you will follow up with the time.
Follow up. Check back after the visit to make sure it was actually fixed.

Also:

Answer questions about salt, maintenance, warranty, and how the system works
Call customers who haven't left a review — check in on how everything is going, build a real relationship, then ask for a Google review
Introduce our referral program on those same calls as well as Biscayne Care (our maintenance program if they aren't already signed up)
When someone wants to cancel their maintenance plan, find out why and try to fix the real reason
Log every call, text, and issue in our CRM so nothing gets lost

Not your job: setting the schedule (Carl does that) or selling to new leads (we have a sales team).

What we need from you

Must have:

Excellent spoken English. You will be on the phone with American homeowners every day. They need to understand you easily.
Spanish — strongly preferred. Many of our customers speak Spanish only.
Calm under pressure. Some customers will be angry, especially when water is involved. You have to stay steady.
Urgency. When something is leaking, minutes matter. You cannot let a message sit.
2+ years in customer service, support, or a call center
Quiet workspace, good headset, reliable internet

Available 9 AM – 7 PM US Eastern Time

Nice to have:

Experience with GoHighLevel, HubSpot, or a similar CRM
Home services background (HVAC, plumbing, roofing)
What we offer
Steady full-time work with a growing US company
$$ Bonuses for reviews collected, referrals that turn into sales, and cancellations saved

Direct communication with the owner — no layers of management
Room to grow into a team lead role

How to apply

Applications missing any step will not be reviewed.

1. Start your message with the words "Customer Experience".

2. Tell us:

Your customer service experience
Your internet speed (run a speed test and give the number)
Your headset and workspace setup
Your available hours in US Eastern Time

3. Record a short voice sample (2–3 minutes). Speak it out loud, do not write it out. Upload to Google Drive, Dropbox, or Vocaroo and paste the link.

Record yourself handling this call:

A customer calls and says there is water on the ground around her new system and the screen is off. She is frustrated because she already called about this once before. She wants to know why it keeps happening and when someone is coming out.

What you know: she is under warranty so a service visit costs her nothing. You will get the details, send it to dispatch, and a plumber will be assigned. You do not control the schedule, so you cannot promise a specific day or time yourself.

Handle the call from hello to goodbye.

If you speak Spanish, record the same scenario a second time in Spanish and send both links.

SKILL REQUIREMENT

Customer Support Customer Support Management Phone Support

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Customer Installation Experience Manager — Full Time, Remote

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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