Bilingual Customer Service Rep

Job Description

Job Description

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE (ENGLISH/SPANISH)

LOCATION
Phoenix, AZ | Remote – Local Candidates Only

COMPENSATION & SCHEDULE
• Pay: $23.93/hour combined ($19.00/hour base pay + $4.93/hour Health and Welfare Supplement, applicable to the first 40 hours worked per week)
• Schedule: Full-time, approximately 40 hours per week
• Work Hours: Monday–Friday, shifts may vary based on business needs
• Work Location: Remote – Must reside in the Phoenix, AZ area

ROLE IMPACT
CornerStone Staffing is hiring Bilingual Customer Service Representatives to assist individuals seeking information and support with immigration-related services. This position focuses on delivering accurate information, answering customer questions, and helping callers navigate established processes in a fast-paced, high-volume contact center.

Successful candidates will communicate confidently in English and Spanish, demonstrate empathy and professionalism, and provide exceptional customer service while protecting sensitive information and following established procedures.

KEY RESPONSIBILITIES
• Respond to inbound customer inquiries in English and Spanish regarding immigration services, procedures, and program information.
• Guide callers through available resources, documentation requirements, and next steps using approved scripts and guidelines.
• Accurately document customer interactions, update records, and navigate multiple computer systems while maintaining confidentiality.
• Handle sensitive conversations with patience, professionalism, and cultural awareness, escalating complex issues when necessary.
• Meet established performance expectations for call quality, productivity, attendance, and customer satisfaction while following security and operational procedures.

MINIMUM QUALIFICATIONS
• Fluent in English and Spanish , with strong verbal communication, active listening, and customer service skills.
• Proficient in computer applications, data entry, and navigating multiple systems simultaneously while maintaining accuracy and confidentiality.
• Must reside in the Phoenix, AZ area and be able to work independently in a remote environment, maintain reliable attendance, and complete required training.

CORE TOOLS & SYSTEMS
• High-volume inbound call center systems
• Customer relationship management (CRM) platforms
• Customer information verification and case documentation
• Data entry and multi-system navigation
• Call quality monitoring and productivity tracking
• Confidentiality and information security procedures
• Customer issue resolution and de-escalation techniques

PREFERRED SKILLS
• Previous experience in customer service, call center operations, or high-volume inbound customer support.
• Familiarity with immigration-related inquiries, government services, or regulated customer service environments.
• Strong problem-solving skills and the ability to remain calm, organized, and professional during challenging conversations.

WORK ENVIRONMENT
• Fully remote position for candidates residing in the Phoenix, AZ area.
• Fast-paced, high-volume customer service environment.
• Flexibility to accommodate varying shifts based on operational needs, including a 24/7 support environment.
• Reliable attendance and participation in all required training are essential.

LEGAL NOTICE
CornerStone Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

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