Bilingual Customer Service Representative (Spanish/English) - EG002

Fluent in both Spanish and English (C2 level in English) with clear, neutral accent in both languages - spoken and written 1-2+ years of customer service experience in bilingual environments, preferably in billing, tech-driven industries, e-commerce, clean-tech, or utility services Strong written and verbal communication skills in both English and Spanish with professional delivery Experience handling inbound calls, emails, live chat, and SMS in both languages Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools Understanding of cultural nuances in customer service across English and Spanish-speaking markets Highly organized with exceptional attention to detail and accuracy Calm, patient demeanor—especially with elderly, frustrated, or non-technical Spanish-speaking callers Strong analytical skills with ability to explain billing logic and complex concepts simply in both languages Proven ability to manage multiple priorities in fast-paced bilingual environments Willingness to work shifting schedules including weekends and US holidays during peak seasons Dependable with high-speed internet connection for remote work

Serve as the first point of contact for English and Spanish-speaking customers via phone, email, live chat, and SMS Respond to customer inquiries in both languages with professional, empathetic, and culturally appropriate communication Build rapport and provide personalized recommendations based on customer needs in their preferred language Follow up with clients in English or Spanish to ensure satisfaction and gather feedback Maintain warm, clear communication that balances professionalism with cultural sensitivity Act as brand ambassador delivering white-glove service to diverse customer demographics Translate complex information into simple, customer-friendly language in both English and Spanish Process phone and online orders accurately in English and Spanish Monitor and update customer accounts, ensuring data accuracy across the bilingual customer base Assist in onboarding new Spanish-speaking clients and guide them through company systems Coordinate with operations, design, and logistics teams for timely delivery to all customers Manage order changes, cancellations, and special requests from English and Spanish speakers Support clients in navigating tech-enabled platforms with language-appropriate guidance Set up new accounts and assist with account creation for bilingual customer base Provide solutions to customer issues in English or Spanish, troubleshooting independently Resolve customer concerns with professionalism and cultural awareness Clearly explain billing, utility, and service concepts to Spanish-speaking, often elderly or non-technical customers Handle difficult conversations calmly in both languages, especially with frustrated callers Escalate complex concerns appropriately while keeping clients updated in their preferred language Review bills and usage patterns, forming first-pass hypotheses and explaining findings bilingually Translate technical or billing information into customer-friendly explanations in Spanish Document all customer interactions in CRM systems with notes in the appropriate language Maintain accurate case history and ticket management following workflow standards Tag and escalate issues according to established protocols in a bilingual environment Collaborate with operations teams to address recurring issues affecting Spanish-speaking customers Assist with light operations tasks and maintain SOP reference materials in both languages Help organize communication records and provide translation support as needed Generate customer satisfaction reports across English and Spanish-speaking customer segments Identify upsell and cross-sell opportunities during bilingual customer interactions Promote seasonal offers and premium products to Spanish and English-speaking customers Identify trends specific to the Spanish-speaking customer base and recommend improvements Collaborate with departments to improve the experience for bilingual customer segments Provide insights on cultural considerations that affect customer satisfaction Develop bilingual SOPs and customer service materials