Bilingual Customer Service Representative (English/Spanish)

About the role

Group O is hiring a bilingual (English/Spanish) Call Center Customer Service Representative to act as the first point of contact for customers contacting the organization on behalf of its clients. The role covers answering questions, providing information, resolving issues and ensuring customer satisfaction through effective communication and critical thinking. The position is full time and remote.

Key responsibilities

• Answer incoming calls about inquiries, orders, product information, billing, account maintenance and technical support, giving prompt, courteous and accurate responses.
• Listen actively to customer concerns, identify the root cause of issues and resolve them using available resources and knowledge bases.
• Maintain a thorough understanding of products, services, features, pricing and promotions, updating knowledge through training and internal communication.
• Assist customers with placing orders, returns or exchanges, shipment tracking and account management, following established procedures.
• Record interactions and resolutions accurately and generate reports or summaries on performance metrics and trends.
• Collaborate with sales, marketing and technical support, and suggest improvements to processes and service delivery.

Required profile

• High school diploma.
• Basic customer service and phone handling experience.
• Bilingual (English/Spanish).
• Ability to work a set schedule with flexibility for extra hours or a modified schedule.

Required skills

• Strong verbal communication and active listening skills.
• Problem-solving and ownership of customer issues until resolved.
• Familiarity with basic computer applications and proficiency in typing and data entry.

What we offer

• Pay of $17.00 per hour.
• Medical, dental, vision and life insurance.
• Flexible spending accounts (medical and dependent care).
• 401(k) plan with company match.
• Paid time off and 10.5 paid holidays.
• Career development opportunities.