About us

At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About our client

Our client is a fast-growing US-based flooring company serving residential remodeling projects across the United States. With a team of approximately 40 employees and consistent year-over-year growth, they are expanding their operations to support increasing demand. They pride themselves on operational excellence, exceptional customer service, and continuous process improvement.

About the role

Join our US client as a Customer Specialist / Project Specialist and play a key role in delivering an outstanding customer experience from project kickoff through completion. You'll serve as the primary point of contact for customers throughout their flooring projects, ensuring they feel informed, supported, and confident every step of the way.

In this role, you'll collaborate closely with Sales, Project Managers, Purchasing, Scheduling, and Installation teams to coordinate projects, resolve customer concerns, and help ensure every installation runs as smoothly as possible. This is an excellent opportunity for someone who enjoys customer interaction, problem-solving, and keeping multiple projects organized in a fast-paced environment.

Note: This is a remote, contractor role.

Key Responsibilities

• Serve as the primary point of contact for customers from project creation through completion and final payment.
• Respond promptly to customer calls, emails, and messages, ensuring every inquiry receives timely follow-up.
• Coordinate with Project Managers, Purchasing, Scheduling, Sales, and Installation teams to resolve customer concerns and keep projects moving forward.
• Track open customer issues and proactively follow up until they are fully resolved.
• Maintain accurate project updates and communication within Asana and internal messaging platforms.
• Conduct post-installation courtesy calls to confirm customer satisfaction and address any outstanding concerns.
• Verify completed work with installation crews before closing projects.
• Collect final customer payments when applicable and coordinate installer invoice processing.
• Send post-installation care guides and provide customers with warranty and support information.
• Review newly created projects to identify missing information, material shortages, documentation gaps, or potential installation issues before scheduling.
• Partner with the Sales team to clarify discrepancies and improve project documentation.
• Help identify recurring issues and provide feedback that improves future customer experiences and project quality.
• Support additional operational and customer service initiatives as needed.

What we're looking for

• 2+ years of experience in customer service, customer success, project coordination, operations, or a similar role.
• Excellent verbal and written English communication skills with confidence speaking to customers throughout the day.
• Strong organizational and time management skills, with the ability to manage multiple active projects simultaneously.
• Experience using project management platforms such as Asana or similar tools.
• Strong problem-solving skills and the ability to coordinate across multiple teams.
• Highly detail-oriented with the ability to identify inconsistencies before they become operational issues.
• Proactive, collaborative, and comfortable following up with internal stakeholders to drive resolutions.
• Customer service, collections, or account coordination experience is preferred.
• Experience in the flooring, construction, remodeling, or home services industry is a strong plus.

Perks - What's in it for you?

• Remote contractor opportunity with a US-based company.
• 15 days of PTO.
• US federal holidays.
• Collaborative and supportive team environment.
• Opportunity to grow alongside a rapidly expanding company.
• Direct exposure to leadership and the opportunity to make a meaningful impact on customer experience and operations.