Bilingual Customer Service Agent

Bilingual Customer Service Agent

This is a full-time position that offers an onsite work environment (3067 East Commerce Street, San Antonio, TX 78220), great work-life balance, and competitive hourly pay. The start date for this position is on July 13th. This role focuses on handling high-volume inbound customer interactions (2560 calls per day, plus emails) in a fast-paced, dynamic environment. The agent is responsible for managing accounts, resolving inquiries, and processing transactional requests (refunds, replacements, invoices, and inventory/item adjustments) across 3 different internal systems. This position requires high energy, self-pacing, and the ability to adapt quickly to frequent changes while maintaining strict adherence to standardized procedures (customer satisfaction, adherence/attendance, and QA). The right candidate will be meticulous, friendly, empathetic, detail-oriented, well organized, and able to adapt easily within a dynamic and demanding environment.

Manage a high volume of back-to-back inbound calls and emails from businesses and customers. Research account details and navigate seamlessly across 3 internal systems. Process refunds, replacements, invoices, and item adjustments (adding/removing wares, increasing/decreasing quantities). Open, track, and resolve customer requests, ensuring accurate documentation. Communicate effectively with internal teams, including field sales and service representatives. Meet key performance metrics, including customer satisfaction surveys, QA interaction scores, adherence, and attendance.

Training: 3 weeks of classroom training followed by 1 week of nesting (schedule: 8:00 AM 5:00 PM). Operational shifts: shifts vary and are subject to change between 7:00 AM and 5:30 PM CST. (initial regular shift: 8:30 AM 5:30 PM). Benefits & perks: 401K with company match, profit sharing, health insurance, employee assistance program, life insurance, paid time off, tuition reimbursement, 30% employee discount, employee referral bonuses.

UniFirst is an international leader in garment & uniform services industry. We currently employ over 16,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe. We were included in the top 10 of Selling Power magazine's "Best Companies to Sell For" list and recognized on Forbes magazine's "Platinum 400 Best Big Companies" list. As an 80-year old company focused on annual growth, there's never been a better time to join our team.

Qualifications: proactive & energetic: highly active, self-motivated, and thrives in a demanding, repetitive, and high-volume environment. Adaptable: comfortable navigating continuous organizational and operational changes. Multitasker: able to talk, listen, and accurately type/navigate systems simultaneously. Empathetic & clear communicator: demonstrates strong empathy with customer situations and possesses clear, professional pronunciation and diction. Fluent in English and Spanish (written, spoken, and listening comprehension required). High school diploma or GED equivalent. Minimum 2 years' experience in a demanding office/customer service environment with all applicable skills in place. Minimum keyboard speed of 45 WPM. Mastery of multi-line phones & all types of office equipment. Solid working knowledge of MS Outlook/Word/Excel.

About us: at UniFirst, we're a global leader in uniform rental and facility service solutions for businesses across industries - from manufacturing and food processing to healthcare and hospitality. With a reputation for superior service and long-term customer partnerships, every uniform, product, and service we offer comes with integrity, commitment, and hard work. Come join a team that always delivers!