Bilingual Customer Service Representative, English/Spanish

• Provide friendly, professional assistance through inbound and outbound phone calls, email, and chat
• Serve as a primary point of contact for customer inquiries and support needs related to youth development programs and associated services
• Assist customers, parents, and guardians with registrations by explaining program details, gathering required information, and ensuring accurate completion
• Provide accurate information regarding programs, schedules, policies, and available services
• Resolve customer concerns efficiently and professionally
• Escalate complex or unresolved matters to the appropriate department when necessary
• Accurately document customer interactions, notes, registrations, and updates in CRM systems and internal tools
• Support parents, guardians, and participants with registrations, concerns, and general customer support
• Maintain productivity, quality, professionalism, and attendance standards
• Communicate consistently with management and team members

• Minimum 2+ years of customer service, call center, or BPO experience (mandatory)
• Fluent Spanish communication skills, written and verbal (mandatory)
• Strong English communication skills, written and verbal
• Professional and confident telephone presence
• Experience handling a high volume of customer interactions
• Strong customer service and interpersonal skills
• Excellent problem-solving and critical-thinking abilities
• Ability to remain calm, professional, and empathetic when handling difficult or sensitive customer situations
• High attention to detail and accuracy
• Proficiency with CRM systems, email platforms, Microsoft Office, Google Workspace, or similar business tools
• Minimum typing speed of 30 words per minute preferred
• Ability to learn quickly and adapt to changing procedures, systems, and client requirements
• Reliable attendance and punctuality
• Ability and willingness to work five days per week, including weekends, based on operational scheduling needs
• Ability to work independently in a remote environment while maintaining consistent communication with management and team members
• Windows 11 or higher
• Intel Core i5, 8th Generation or higher
• Minimum 128 GB HDD/SSD preferred
• USB noise-cancelling headset
• Additional monitor required
• Ethernet connection mandatory
• Minimum download speed of 100 Mbps
• Minimum upload speed of 25 Mbps
• Latency under 75 ms
• Jitter under 20 ms
• Packet loss under 1%
• Loaded latency preferably under 150 ms
• Loaded jitter preferably under 30 ms
• Ability to complete an internet speed test and/or equipment verification
• Extended periods of computer and headset use
• Ability to multitask across multiple systems while communicating with customers
• Quiet, professional workspace free from excessive background noise and distractions
• Reliable access to electricity and internet connectivity during scheduled working hours
• Consistent professionalism and adherence to company and client policies
• Ability to meet established productivity, quality, customer service, and attendance expectations
• Ability to work independently while remaining responsive to supervisors and team members

• Fully remote work arrangement
• Candidates provide their own equipment
• No travel required