Bilingual Customer Service Representative - Pembroke Pines, FL

Bilingual Customer Service Representative - Pembroke Pines, FL

Position Summary

We are seeking a motivated and customer-focused Bilingual Customer Service Representative (English/Spanish) to join our team in Pembroke Pines, FL. In this role, you will serve as the primary point of contact for commercial and residential customers, handling inbound calls, resolving customer concerns, providing service information, and delivering exceptional customer support.

The ideal candidate is professional, detail-oriented, and thrives in a fast-paced call center environment while maintaining a positive customer experience.

Key Responsibilities

• Answer and manage high-volume inbound customer calls in a professional and timely manner
• Assist residential and commercial customers with service requests, billing inquiries, account updates, and issue resolution
• Provide accurate pricing and service quotes for new customers
• Establish and maintain customer accounts, including service details, billing information, and pricing documentation
• Retain customers by addressing concerns, offering solutions, and providing alternatives to cancellation requests
• Identify opportunities to recommend additional products and services
• Collaborate with internal departments including Operations, Billing, and Sales to resolve customer issues efficiently
• Serve as a customer advocate by ensuring concerns are handled accurately and professionally
• Maintain and update customer records using company systems and software
• Meet or exceed call center performance metrics related to productivity, response time, quality, and customer satisfaction
• Participate in cross-training and company-sponsored training programs as assigned

Why Join Us?

• Competitive pay
• Paid training
• Health, dental, and vision insurance
• Paid time off and Sick Time
• 401(k) retirement plan with company match
• Opportunities for career growth and advancement
• Supportive and team-oriented work environment
• Employee discounts and company perks
• Stable, full-time position with consistent schedule
• Ongoing professional development and cross-training opportunities

Qualifications

• Bilingual in English and Spanish required
• Previous customer service, call center, or administrative support experience preferred
• Strong verbal and written communication skills with the ability to interact professionally with customers and team members
• Proficient in Microsoft Office and general computer/data entry systems
• Strong typing and multitasking abilities in a fast-paced environment
• Excellent problem-solving, organizational, and time-management skills
• Ability to manage a high volume of inbound calls efficiently and professionally
• Ability to remain calm under pressure while providing exceptional customer service
• Strong attention to detail with the ability to prioritize tasks and meet performance goals
• Ability to work independently and collaboratively within a team environment
• Positive attitude with a customer-focused mindset and commitment to service excellence
• Adaptable and flexible in a changing work environment, including handling difficult or emotional customer situations with professionalism

Physical Requirements & Work Environment

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Prolonged periods of sitting and computer use throughout the workday
• Frequent use of hands and fingers for typing, data entry, and operating office equipment
• Occasionally may be required to lift, carry, push, or pull items weighing up to 25 pounds
• Position operates in a professional office environment located in Pembroke Pines, FL