Bilingual Customer Service Representative

About the Role As a Bilingual Call Center Customer Service Representative , you’ll be the first point of contact for our members, providing high-quality support in both English and Spanish . You’ll play a critical role on our front-line customer service team by answering inbound calls, resolving questions or concerns, and ensuring every interaction reflects our commitment to professionalism and care. This role is ideal for someone who enjoys helping people, thrives in a fast-paced environment, and wants to build a strong foundation in customer service within a growing organization. Key Responsibilities Manage a queue of inbound customer calls with efficiency and professionalism Handle an average inbound call volume of 20–30 calls per day, with peak seasons reaching 40–50 calls per day Provide accurate information and assistance in both English and Spanish Resolve customer inquiries, concerns, complaints, and disputes with patience, integrity, and empathy De-escalate and support dissatisfied customers while maintaining a calm, professional demeanor Accurately document all customer interactions and update records in internal systems Maintain strong product knowledge of Benefits in a Card offerings to effectively support members Collaborate with team members and internal departments to improve service delivery Meet or exceed daily, weekly, and monthly performance metrics and customer satisfaction expectations Required Qualifications Fluent in Spanish and English (spoken and written) Prior experience in a professional or customer service environment Ability and willingness to learn and navigate internal systems for documentation and reporting Strong communication and interpersonal skills in both languages Proven ability to manage live customer calls and calmly resolve complaints Proficient with typing, computer systems, and customer service software Strong time-management skills and ability to balance a call queue effectively Willingness to learn through training and mentorship from senior team members Preferred (but not required) Previous experience in an inbound or outbound call center environment What We Offer Health benefits package covered up to 86% Opportunity to join a company in an exciting, high-growth phase Clear pathways for career advancement and professional development Supportive, inclusive, and team-oriented work environment #J-18808-Ljbffr Benefits In A Card