Chat & Email Specialist - Rental Platform in San Pedro Sula or Tegucigalpa at PartnerHero

Role Details

Location: Honduras, San Pedro Sula or Tegucigalpa
Work Arrangement: Hybrid
Type of Support: Chats and emails
Contract Duration: Permanent
Work Schedule: Monday - Friday; 7:00 AM - 4:00 PM MST
Expected Start Date: ASAP

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

As a Customer Support Specialist II, you will be responsible for reviewing and processing documentation within a claims-dedicated CRM system to support timely and accurate claim evaluations. This role plays a critical part in ensuring that all required information is properly gathered, validated, and prepared for claim approval.

You will manage payment-related tasks including confirming payments, setting up payment plans, and conducting proactive outreach to clients with overdue balances to recover reimbursements. The position requires strong attention to detail, sound judgment, and the ability to evaluate information efficiently while handling multiple cases in a fast-paced environment.

What You’ll Do:

• Review, verify, and process claim documentation in a claims-dedicated CRM system
• Confirm payments and establish payment plans with clients as needed
• Conduct proactive outreach to recover reimbursement from delinquent or tardy clients
• Maintain accurate and complete case records in accordance with internal guidelines
• Ensure compliance with claim procedures and documentation requirements
• Manage a high volume of cases with accuracy and efficiency
• Communicate professionally with clients and internal stakeholders regarding claim status and requirements, while also ensuring that all of their needs are understood and addressed
• Collaborating with various internal departments to ensure that they fulfill all customer requests
• Acting as the client’s representative with a focus on improving the customer experience
• Collecting and analyzing data concerning consumer behavior to understand changing needs
• Responding to account owner inquiries and providing accurate, satisfactory answers to their inquiries and concerns
• Appropriately following policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Documenting and reporting on client feedback and insights to improve our partner’s product and customer experience
• Maintaining essential program knowledge that is critical for our partner and their clients
• Intercepting incoming and existing chat, calls and email volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Demonstrating strong critical thinking, reading comprehension and problem-solving skills
• Resolving issues in a timely manner while effectively identifying and assessing customer needs to achieve satisfaction

What We Expect From You:

• Excellent English skills spoken and written (EFSET results from C1 or C2 level)
• 2+ years of experience in the Call/Contact Center Industry, chat, and email experience preferred.
• Strong interpersonal skills, customer orientation and ability to adapt/respond to many different types of personalities.
• Able to work with limited supervision
• Able to work independently and collaboratively
• Able to work effectively under pressure
• Able to report, track, and troubleshoot system bugs
• Ability to handle multiple competing priorities
• Medium to fast typing skill, 43 to 80 wpm preferred
• Experience with customer service softwares like Zendesk preferred
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent written and verbal communication skills

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

PRIVACY NOTICE

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To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.