Customer success & support
Hire a remote customer service representative your customers will enjoy talking to
We recruit friendly, English-speaking customer service reps from Mexico and Latin America who handle your phones, chat and email with patience and follow-through, on your business hours.
Also hired as: Customer Support Representative · Customer Service Agent · Customer Care Specialist · Call Center Representative · Bilingual Customer Service Representative
What a nearshore Customer Service Representative does for you
A customer service representative is often the only person a customer ever speaks to at your company. They answer questions about accounts, billing, appointments, orders and services, solve what they can on the first contact, and route the rest to the right team with notes clear enough that nobody has to ask the customer to repeat themselves.
Home services and HVAC companies, insurance agencies, healthcare and dental offices, logistics firms, property managers, utilities and subscription businesses all hire reps for this work. Many of them start by moving overflow calls or after-hours email to a dedicated nearshore rep, then grow the team once they see the quality.
Customers expect an answer during their day, not tomorrow. Because a nearshore rep works U.S. hours, they pick up live calls and chats when customers are reaching out, transfer to your in-house staff in real time, and attend the same team huddles as everyone else. Accent and phone manner matter here, so we screen spoken English carefully.
Tell us your channels, call or ticket volume, the systems reps will use and any industry rules they need to follow, such as HIPAA privacy practices for a medical office. We'll screen for relevant experience and test candidates with a role-play based on your typical calls.
Skills we vet for
- Clear, confident spoken English with a neutral, easy-to-understand accent
- Phone and chat etiquette and active listening
- De-escalation with frustrated or upset customers
- Experience with a CRM or helpdesk system
- Accurate, fast typing and note-taking
- Following scripts, policies and privacy rules
- Bilingual English and Spanish (often a plus for U.S. customers)
- Patience and a steady, positive tone
Tools they work in
- Zendesk
- Freshdesk
- Salesforce Service Cloud
- HubSpot Service Hub
- Intercom
- Help Scout
- RingCentral
- Aircall
- Five9
- Talkdesk
- Microsoft Teams
- Slack
- Google Workspace
Use something else? Tell us, and we will screen for it.
Where we recruit
Where to hire a Customer Service Representative
Countries where we often find strong candidates for this role, compared with U.S. Central Time in winter.
Dominican Republic
The Dominican Republic has a long history of serving U.S. callers, and many reps have a clear, neutral English accent.
2 hours ahead vs. Central
Costa Rica
Costa Rica's established service industry offers experienced reps used to U.S. customer expectations.
Same time vs. Central
Mexico
Mexico gives you bilingual reps on U.S. Central and Pacific time who can serve English- and Spanish-speaking customers.
Same time vs. Central
How it works
Hiring your Customer Service Representative with General Staffing
- 01
Tell us about the role
A short call to learn the work, the tools, your hours and the person who fits your team.
- 02
We search and vet
We recruit across Latin America and check English, experience and skills for this role.
- 03
You interview a shortlist
You meet only candidates we would hire ourselves, and you make the final choice.
- 04
They start, we stay close
We help with onboarding and keep checking in so the placement works for both sides.
Hiring a remote Customer Service Representative: questions
Will my customers be able to understand a remote rep on the phone?
We screen spoken English through live conversation, not just a written test, and you hear each candidate yourself in the interview. You only hire someone whose phone manner you're comfortable with.
Can they use our phone system and CRM?
Yes. Reps log into your cloud phone system, helpdesk or CRM like any remote employee. Tell us which systems you use and we'll look for candidates familiar with them.
Do you provide bilingual English and Spanish reps?
Many of our candidates are native Spanish speakers with professional English, which is useful if part of your customer base prefers Spanish.
Can they handle healthcare or insurance calls?
Yes, with the right training and access controls. We look for candidates who have handled healthcare or insurance calls before.
Is this a call center or a dedicated employee?
A dedicated employee. Your rep works full time for your company only, learns your services and becomes part of your team rather than a shared call center agent.
Can they work evenings or weekends?
We can recruit for schedules beyond standard business hours. Let us know your coverage needs on the strategy call.
Ready to hire your Customer Service Representative?
Tell us about the role. We'll come back with a plan, a timeline and vetted candidates.