At
SouthDesk
, we help U.S. companies scale their operations with top-tier remote talent from Latin America.
Our team members are dedicated to providing exceptional service and going the extra mile to exceed client expectations.
We value individuals who are eager to learn, humble in their approach, and excited to serve.
Why This Role Matters
As a Customer Service / Office Admin, you will be the first point of contact for most of our client's customers.
You'll play a key role in creating a positive first impression, which can set the tone for a lasting relationship.
This position requires a helpful, friendly demeanor, and a strong understanding of our services and processes to communicate them effectively.
The role requires a high level of attention to detail, excellent time management, and the ability to prioritize tasks in a fast-paced environment.
Key Responsibilities
Customer Service Duties
- Answer incoming calls within 2 rings and direct them appropriately.
- Follow established customer service protocols and accurate data entry procedures.
- Ensure that 100% of incoming calls during work hours are answered promptly.
- Prioritize passive leads and calls for effective handling.
Lead Handling
- Convert passive leads to active leads (90%+ conversion rate).
- Enter leads into CRM or tracking systems with high accuracy after the first contact attempt.
- Ensure timely engagement of all incoming leads within 5 minutes during work hours.
- Manage and update lead source sheets and marketing data sheets weekly.
Administrative Support
- Monitor and report vehicle tracking for clients.
- Process customer payments and deposits accurately.
- Track and update budgeting, commissions, and billing records.
- Assist with the preparation of customer appreciation letters and keep review trackers up to date.
- Support with NPS scores and communication tracking.
Reporting
- This role will report directly to the Marketing Manager.
- Assist with rolling 12-month marketing data and other administrative reporting tasks.
Required Skills & Attributes
- Excellent verbal communication and active listening skills.
- Strong critical thinking with an investigative, solution-oriented mindset.
- Ability to follow structured processes and procedures with high consistency.
- Time management: capable of prioritizing tasks, planning ahead, and working independently.
- Technologically competent with the ability to use CRM tools and remote work tools (e.g., Slack, Zoom, MS Office).
- Detail-oriented with strong organizational skills to handle multiple tasks efficiently.
- Customer service mindset: friendly, professional, and proactive in all interactions.
- Bilingual (English/Spanish) – strong communication skills in both languages.
- Ability to maintain confidentiality and handle sensitive information appropriately.
What We Offer
- 100% remote position, allowing you to work from anywhere in Latin America.
- Stable, full-time role with opportunities for growth and development within the company.
- A supportive and collaborative team environment.
- Training and development to help you excel in your role.
- Flexible hours: occasional evening or weekend work may be required, depending on workload.
- Paid time off when coverage is available.
General Expectations
- Part-Time position with a commitment to meeting performance standards.
(5pm-8pm EST) - Willingness to collaborate across departments as required.
- Ability to work independently and manage time effectively.
- Occasional evening or weekend work may be necessary, depending on workload and deadlines.
- Must have a reliable internet connection and a dedicated workspace.
Skills: customer service,data,administrative,customer experience,communication skills,problem solving,time management,adaptability,data entry proficiency,crm proficiency,organizational skills,attention to detail,multitasking,cross-team collaboration,bilingual communications,virtual administrative support,critical thinking