Customer Service Representative (Bilingual)

Job Description

Job Description

Our client in Pittsburgh is seeking English speaking and bilingual (Spanish) Customer Service Representatives for a contract to hire opportunity. Candidates must reside within a 2 hour radius of Pittsburgh and be available to attend an in-person, Day 1 training and equipment pickup in Cranberry Township on September 15. After Day 1, the role is fully remote.

Customer Service Representative (English & Bilingual English/Spanish) – Contract to Hire

Location: Remote after Day 1 (Training onsite Cranberry)

Residency Requirement: Must reside within 2 hours of Pittsburgh

Pay:

• English-speaking: $16/hour
• Bilingual Spanish: $18/hour

Training & Schedule:

•Training: Monday–Friday, 8:15 AM–4:45 PM (first ~3 weeks)

•Permanent Shift: Between 9:30 AM–6:00 PM, Monday–Friday

Job Responsibilities:

This role supports community-based assistance programs by handling customer inquiries, completing applications, and guiding individuals through program processes. Representatives must demonstrate professionalism, empathy, and strong communication skills.

Core Duties:

•Clock in/out daily using provided timekeeping systems.

•Maintain regular attendance and adhere to all program policies and procedures.

•Understand and navigate call center phone and computer systems effectively.

•Complete customer applications over the phone and determine eligibility for relevant programs.

•Follow established workflow processes using program software systems.

•Handle customer questions, resolve issues, and provide information about program participation.

•Manage challenging or emotional conversations using de escalation techniques.

•Access and update customer accounts within the client’s internal systems.

•Provide guidance on application steps for energy assistance programs (e.g., state run LIHEAP).

•Support recertification for ongoing customer assistance programs.

•Review and verify income documentation and other required materials.

•Assist with additional utility assistance programs as business needs arise.

•Utilize knowledge bases and internal procedures to complete daily tasks accurately.

•Review and acknowledge metrics, QA notes, and coaching feedback promptly.

•Regularly check email, chat tools (e.g., Teams), and internal communications.

•Meet monthly performance metrics and expectations for Contact Center Specialists.

Ideal Candidate:

•Strong communication and customer service skills

•Ability to navigate multiple computer systems simultaneously

•Bilingual (Spanish) candidates strongly encouraged

•Comfortable working remote after training

•Reliable, organized, and able to manage confidential information