Customer Experience & Booking Specialist
Sagan RecruitmentCore Responsibilities
Location: Remote (Latin America & Caribbean) Salary Range: 2000 - 2500 USD/month (Based on experience) Work Schedule: Full-time | Thursday – Monday (Fixed Schedule) Thu, Fri, Mon: 08:00 AM – 05:00 PM EST (Standard shift with a 30-min break) Sat, Sun: 09:00 AM – 07:00 PM EST (On-call availability window) NOTE: INDEPENDENT CONTRACTOR POSITION Company Overview: Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and U.S.-based businesses, connecting candidates from regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Sagan provides a high-performance remote work environment, ensuring access to world-class opportunities for top-tier professionals. About the Company: Sagan represents a fast-growing, data-driven company focused on operational excellence and financial visibility. The team operates in a lean, high-performance environment where finance plays a critical role in guiding strategic decisions and driving business outcomes. Position Overview: We are seeking a warm, empathetic, and highly resourceful Customer Experience & Booking Specialist to manage client intake, scheduling, and escalation workflows. Operating across a Thursday through Monday schedule, you will handle weekday customer inquiries via phone, text, and email while converting leads into scheduled visits. On weekends, you will serve as the essential human support layer behind our AI receptionist (Avoca), managing escalations, resolving scheduling exceptions, recovering unsold estimates, and keeping CRM data pristine. Key Responsibilities: Inbound Call & Inquiry Handling: Answer incoming customer phone calls, emails, and text messages with a warm, empathetic, and professional phone presence. Appointment Booking & Conversion: Guide residential and commercial clients through service options, converting inbound inquiries and unsold estimates into confirmed calendar visits. AI Receptionist Escalation Management: Serve as the weekend human oversight layer for our AI receptionist (Avoca), responding to ~4 escalated calls and 5–10 emails per day while remaining reachable during on-call windows. Lead Recovery & Follow-Up: Proactively follow up on unbooked leads, missed calls, and open service estimates to maximize schedule density. CRM Hygiene: Maintain clean customer records, account tags, and dispatch notes within our field service management software during quieter shift blocks. Qualifications: Experience: 2+ years of professional customer service, inbound sales, or appointment booking experience serving U.S.-based customers. English Fluency: Exceptional, near-native spoken and written English with a polished, professional telephone presence. Schedule Commitment: Absolute ability to consistently work the fixed Thursday through Monday EST schedule, including weekend on-call availability. Tech-Savviness: Proven comfort managing multi-channel communication tools, modern CRMs, and web-based scheduling software simultaneously. Problem-Solving: Strong independent judgment and emotional intelligence to resolve customer issues without unnecessary escalation. Nice-to-Haves: Prior experience in home services (plumbing, HVAC, electrical, or trade contracting). Hands-on experience using ServiceTitan or similar field-service management platforms. Familiarity or comfort working alongside AI voice or receptionist workflows.
Requirements
Experience: 2+ years of professional customer service, inbound sales, or appointment booking experience serving U.S.-based customers. English Fluency: Exceptional, near-native spoken and written English with a polished, professional telephone presence. Schedule Commitment: Absolute ability to consistently work the fixed Thursday through Monday EST schedule, including weekend on-call availability. Tech-Savviness: Proven comfort managing multi-channel communication tools, modern CRMs, and web-based scheduling software simultaneously. Problem-Solving: Strong independent judgment and emotional intelligence to resolve customer issues without unnecessary escalation.
Additional Information
Experience Level
Mid-Level
Employment Type
full-time
Work Mode
Remote