The role at Vivo
You are the dedicated voice of a single U.S. business. You learn one company's operation, you represent it to its customers, and you own the quality of every interaction. When a customer calls, you are who they trust.
What you'll do
- Answer inbound calls, chats, and emails as the frontline of one U.S. business.
- Book jobs, resolve issues, and follow up so nothing slips through the cracks.
- Log every interaction accurately in the CRM so the whole team has visibility.
- Spot patterns and flag them, so recurring problems get fixed, not just handled one by one.
What success looks like
- Answer rate. You catch the calls. Few go to voicemail on your watch.
- First-contact resolution. Most issues solved in a single interaction.
- Customer satisfaction. Customers rate their experience with you high.
- Booking conversion. Inbound opportunities turn into booked jobs, not lost ones.
- Quality and adherence. You hit the QA and schedule standards consistently.
Requirements
What we're looking for.
Must have
- English at C1. You hold a fast, natural phone conversation with a U.S. customer — including a frustrated one — without hesitating.
- Clear, calm communication under pressure.
- A reliable remote setup: a quiet space, stable high-speed internet, and the ability to work U.S. business hours.
- Comfortable learning and working across CRM and helpdesk tools.
- Coachable and comfortable being held to service metrics.
Nice to have
- Prior call center or customer service experience.
- Experience in home services, transportation, or logistics.
This role is not for you if
- Your English is conversational but breaks down under pressure on a live call.
- You want a job where no one tracks your numbers.
- You cannot commit to U.S. business hours.
- You are looking for something temporary between other plans.
What we offer
Paid in USD. Fully remote. A real career.
- Paid in USD.
- Fully remote.
- Paid time off and local holidays.
- Standard equipment and home-office support.
- Training and a clear path to grow into senior and team-lead roles.
- You work with one business and own your account, supported by a team that invests in you.
How hiring works
Five steps. Clear the whole way.
1
Apply.
2
English and skills screen.
3
Interview with the team.
4
A short practical exercise using a real scenario.
5
Offer.
Apply