Bilingual Contact Center Representative in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Contact Center Representative based in the United States.
This role is centered on delivering high-quality, empathetic customer support in a fast-paced contact center environment. You will serve as the primary point of contact for members, assisting with inquiries related to products and services while ensuring every interaction is handled with clarity, professionalism, and care. The position requires strong communication skills in both English and Spanish, as you will support a diverse customer base with varying needs. You will investigate and resolve issues, provide accurate information, and guide members through processes to ensure a smooth and positive experience. Working within a structured service environment, you will collaborate with internal teams to escalate complex cases and ensure timely resolution. This is a mission-driven role where your ability to listen, problem-solve, and connect with people directly contributes to customer satisfaction and trust.
- Respond to inbound customer inquiries, providing accurate and clear information about products, services, and processes in both English and Spanish.
- Research, troubleshoot, and resolve member issues while escalating complex cases when appropriate to meet service level expectations.
- Deliver a high standard of customer care through effective communication, empathy, and de-escalation techniques.
- Document customer interactions and maintain accurate records using contact center systems and tools.
- Follow up with customers as needed to ensure resolution and satisfaction with service outcomes.
- Collect and share customer feedback to support continuous improvement of processes and service quality.
- Support administrative and project-related tasks within the customer service function as required.
- High school diploma or equivalent required; Associate degree preferred.
- 2+ years of experience in customer service or contact center environments.
- Bilingual proficiency in Spanish and English (required).
- Strong verbal and written communication skills with the ability to explain information clearly and professionally.
- Excellent problem-solving skills and ability to handle customer concerns with patience and professionalism.
- Experience using customer service platforms, CRM systems, or contact center technologies.
- Ability to work efficiently in a fast-paced, high-volume environment while managing multiple tasks.
- Strong adaptability and willingness to learn new systems, processes, and procedures.
- Customer-focused mindset with a strong commitment to service quality and satisfaction.
- Competitive hourly compensation ranging from $20.00 to $26.20 per hour, based on experience and qualifications.
- Comprehensive benefits package including medical, dental, and vision coverage.
- 401(k) retirement plan with company matching contributions.
- Paid time off, including holidays, wellness days, and volunteer hours, with increases based on tenure.
- Annual incentive bonus opportunity based on performance and eligibility.
- Paid parental leave and adoption or surrogacy assistance programs.
- Employee giving programs with donation matching for eligible nonprofits and schools.
- Stable, long-term career opportunity with growth and development potential.