Customer Experience Specialist II - Overnight Shift

Role Details Location: San Pedro Sula or Tegucigalpa Work Arrangement: Remote Type of Support: Email, chat, text, and phones Contract Duration: Full Time Training Schedule: Open to shifting schedules (subject to business requirements) Work Schedule: Open to shifting schedules (subject to business requirements)  Expected Start Date: May 14, 2026   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 sleep. 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 The Customer Experience Specialist is responsible for managing all inbound customer communications, resolving issues efficiently, and handling escalations with care and professionalism. This role ensures that every customer interaction is timely, thorough, and delivers a positive experience. Operating in a high-volume, fast-paced environment, this position requires strong problem-solving skills, effective de-escalation techniques, and seamless coordination with cross-functional teams to drive successful outcomes for customers.   What You’ll Do: Inbound Communication OwnershipHandle all inbound phone calls, emails, and text messages Ensure fast, professional responses across all channels Prevent any customer inquiry from going unresolved Issue Resolution & EscalationsOwn resolution of customer complaints and escalations Investigate service issues, scheduling problems, and dissatisfaction Coordinate with Ops, Dispatch, ROC, and AR to resolve issues Ensure clear communication back to the customer Scheduling & Service RecoveryAssist with rescheduling and routing adjustments Prioritize service recovery for at-risk or dissatisfied customers Reset expectations clearly when issues arise Billing SupportResolve basic billing questions and adjustments Coordinate complex issues with AR Prevent churn caused by billing confusion CRM & DocumentationMaintain detailed notes on all customer interactions Document issues, resolutions, and timelines Ensure CRM accuracy for operational continuity  What We Expect From You: Minimum of 1 year of BPO or customer service experience Previous overnight shift experience required Deliver fast, clear, and professional responses to every customer Resolve issues efficiently in a single interaction whenever possible (minimizing repeat contacts) Ensure customers feel heard and supported, even in challenging situations Maintain full ownership of conversations, no missed messages or dropped follow-ups Thrive in a high-volume, fast-paced environment Strong ability to de-escalate and handle frustrated customers effectively Highly organized with strong attention to detail Proven ability to multitask across multiple systems and teams Excellent written and verbal communication skills  What You’ll Get In Return: Be part of a people-first, values-driven organization Work with innovative global partners and diverse teams 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 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 [email protected]. PRIVACY NOTICE Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. 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.