Controversial as it might sound, that’s not the most important question for hiring a customer service representative if you want to excel at client experience. Software can be learned, but you need someone who has professionalism, soft skills to support customers, and experience learning systems quickly.
If you run a garage door company and are considering hiring a CSR, dispatcher, or office admin, we know that ServiceTitan is the backbone of your business. But think about how many people you’ve retrained this year who knew the system but lacked the skill set that keeps them in the job.
We sat down with Kirsty Doig, Director of Client Relationships at Vivaro Nearshore, to talk about why Salvadoran professionals often adapt quickly to tools like ServiceTitan, and what makes them stand out in customer service for U.S. businesses.
Kirsty Doig, Director of Client Relationships at Vivaro Nearshore.
Kirsty works directly with small business owners throughout the U.S. to understand their hiring needs and match them with pre-vetted nearshore candidates. Over the years, Kirsty has helped place 100+ candidates for small and mid-sized businesses across the United States, particularly in customer service, dispatch, and operational support roles.
Q: If someone has never used ServiceTitan, is that a problem?
Kirsty Doig: Usually, no.
One of the biggest misconceptions we hear from home service businesses is that someone needs direct ServiceTitan experience to be successful. What matters more is whether they have experience learning systems and working successfully in customer-facing environments.
Our candidates are coming from work environments where they had to work remotely with their customers in the U.S. They are already used to learning new tools, taking live calls, looking up customer history, scheduling appointments, referencing scripts, and collecting all the information while navigating different kinds of CRMs. Some candidates, especially those from travel and call center industries, may have experience working with five to ten different systems or windows at the same time. So, they are already exposed to this concept of working within a data collection environment and multitasking, and ServiceTitan becomes just another system to learn.
Q: Why do Salvadoran professionals often learn software quickly?
Kirsty Doig: In El Salvador, many young professionals start working much earlier than what we typically see in the U.S. But unlike many American teenagers who start with restaurant or retail jobs, many Salvadoran professionals begin in office and remote customer service environments. So, what we’re finding is young people who are tech-savvy but more exposed to work experience.
By age 22, we regularly meet candidates who already have several years of professional experience. Many began working at 17 or 18, so by their early twenties, they already understand workplace expectations, work ethics, customer service, and professional communication.
“I am amazed at the 22-year-olds we get who already have this incredible work experience. They often have significantly more office experience than someone the same age in the U.S.”
Kirsty Doig, Director of Client Relationships.
That early exposure creates confidence in learning new systems and handling responsibility. Many candidates are also balancing work and education at the same time. Universities in El Salvador are structured to support working professionals, accommodating this with evening classes, weekend schedules, and flexible programs. This results in young professionals who perhaps already have a degree and work experience. That creates critical thinking and problem-solving skills in fast-moving environments.
Q: If software experience is not the main thing owners should look for, what is?
Kirsty Doig: Soft skills and work ethic.
A lot of our candidates have been formally trained in customer service from a young age, and they’ve been taught how to provide good customer service. From what I’ve seen, I recommend owners prioritize:
- Strong communication skills
- Multitasking ability
- Ability to handle live calls
- Attention to detail
- Work ethic
- Customer empathy
- The ability to stay calm under pressure
Q: How strong is a nearshore CSR’s English proficiency?
Kirsty Doig: English proficiency is something that can absolutely be screened for. Salvadorans are known for having one of the most neutral English accents in all of Latin America. Many of our agents in El Salvador grew up or have lived in the United States, so they understand the culture as well as the language.
Q: Do nearshore CSRs need close monitoring?
Kirsty Doig: Most people from the Salvadoran workforce, if they’ve been in the call center world, were in a very monitored world. While they were used to their every movement being tracked, they are now looking to prove themselves as professionals capable of making strong work decisions. They’ve learned about professional expectations and a strong work ethic. Initially, most of our agents work from our offices in El Salvador, and that fosters an even more professional environment.
At Vivaro, we stay closely involved throughout the entire working relationship, conducting regular performance reviews with both clients and employees to make sure everyone is thriving.
Final thoughts
Sometimes the fastest way to answer the question “Will this work for my business?” is simply talking to some candidates. At Vivaro Nearshore, garage door companies can interview pre-vetted candidates at no cost to better understand communication skills, professionalism, and potential. Get firsthand exposure before making a hiring decision. Talk to Vivaro Nearshore’s CSR hiring team.
This content was developed by the Vivaro Nearshore content team in collaboration with our recruiting and operations specialists. Our articles reflect real experience placing bilingual professionals with U.S. small and mid-sized businesses.