Spanish Bilingual Customer Care Agent

Spanish Bilingual Customer Care Agent

This fully remote role places you at the center of the customer experience, supporting pet parents throughout their insurance journey. You will assist prospective and existing customers with questions about coverage, policies, claims, and account changes. The position combines high-volume phone and email support with collaboration across internal teams. You will communicate in both English and Spanish, helping customers clearly understand their options and find appropriate solutions. Success in this role requires empathy, resilience, adaptability, and confidence navigating fast-paced customer interactions. You will join a supportive environment where knowledge sharing, training, and continuous development are encouraged. This is an opportunity to make a meaningful difference in customers' experiences while helping them care for their pets.

Accountabilities

• Handle approximately 7090 customer phone calls per day while delivering professional, empathetic, and solutions-oriented service.
• Respond promptly and accurately to customer emails, addressing questions, concerns, and requests.
• Support customers with policy procedures, adjustments, coverage questions, and account changes.
• Help pet parents understand their insurance coverage and available options, review claim-related inquiries, and maintain new and existing policies.
• Collaborate with colleagues and other departments to resolve customer needs and support efficient policy processes.
• Share knowledge, information, and resources with teammates to contribute to a collaborative and supportive contact center environment.
• Manage emotionally challenging, intense, or stressful customer situations with patience, professionalism, and resilience.
• Navigate multiple software applications and screens efficiently while maintaining accuracy during customer interactions.
• Complete additional customer service and operational responsibilities as assigned.

Requirements

• Fluency in both English and Spanish, including strong reading, writing, and speaking skills in both languages.
• Previous customer service experience, preferably in a contact center or high-volume customer support environment.
• Strong interpersonal and communication skills, with the ability to demonstrate empathy, build rapport, and explain information clearly.
• Mental and emotional resilience, with the ability to remain composed and professional during difficult or sensitive customer interactions.
• Adaptability and strong multitasking skills in a fast-paced, demanding environment.
• Basic technical proficiency and comfort working across multiple software applications and screens.
• A genuine customer-focused mindset and commitment to helping people find practical solutions to their concerns.
• Ability to work the required full-time schedule: MondayFriday, 11:30 a.m.8:00 p.m. EST, plus Saturday, 10:00 a.m.2:00 p.m. EST.
• Availability to complete approximately six weeks of training, with training hours confirmed before the class begins.

Benefits

• Fully remote work opportunity within the United States.
• Comprehensive medical, dental, and vision insurance.
• Basic life insurance at no cost to employees.
• Company-paid short-term and long-term disability coverage.
• 12 weeks of 100% paid parental leave.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Retirement savings plan.
• Personal paid time off and paid holidays.
• Company-wide Wellness Day off.
• Paid time off for volunteering with nonprofit organizations.
• Group pet insurance.
• Commuter benefits.
• Employee Assistance Program (EAP).
• On-the-job training and skills development.
• Pet-friendly office environment.