Customer Care Representative (Bilingual)

Job Description

Job Description

Trivantage a division of Glen Raven is recruiting for a Customer Care Representative. As a Customer Care Representative, you are a frontline contact for customers and a key member of our Customer Experience (CX) team. You play a critical role in shaping how customers experience Trivantage across multiple channels including phone, email, and chat.

This role requires a bilingual representative fluent in both English and Spanish and is scheduled to work between the hours of 7:30 a.m. and 4:30 p.m. Pacific Time.

Your primary responsibility is to deliver easy, exceptional, and reliable service to customers who contact us to place orders, inquire about existing orders, or request product information. You do this by combining empathy, patience, product knowledge, and clear communication, with the understanding that every interaction represents a potential long-term relationship.

Customer Care Representatives partner closely with Sales, Supply Chain, and CX leadership to ensure our service is consistent, accurate, and aligned with Trivantage’s brand promise and customer experience standards.

**** This is a remote role****

The Salary range is $39,000- $49,000

*****This role requires a bilingual representative fluent in both English and Spanish and is scheduled to work between the hours of 7:30 a.m. and 4:30 p.m. Pacific Time.

Responsibilities:

• Respond to customer inquiries via phone, email, and other supported channels in a timely and professional manner.
• Provide accurate information regarding products, pricing, availability, policies, and procedures.
• Resolve routine customer issues and questions on the first contact whenever possible.
• Document customer interactions, orders, and issues accurately in internal systems.
• Maintain a positive, professional demeanor during all customer interactions.
• Identify issues that require escalation and route them to the appropriate internal teams.
• Follow up on open issues to ensure timely resolution and customer satisfaction.
• Apply problem‑solving skills to balance customer needs with company policies.
• Represent the voice of the customer by sharing recurring feedback or concerns with leadership.
• Maintain knowledge of products, systems, and procedures through ongoing learning.
• Support team coverage needs and assist during high‑volume periods.
• Advise customers of delivery expectations, noting time in transit, and expected delivery.
• Administer new customer set-ups.
• Communicate with distribution centers for change orders or returns.
• Work closely with Supply Chain to provide customer with ETA’s on backorders or special-order items.
• Create Request for Quote for non-stocked items.

Education and Experience:

• Associates degree or equivalent education and related training
• 1 year of experience in customer service or related field with direct interaction with customer is preferred
• High attention to detail
• Excellent written and verbal communication skills
• Time Management
• Ability to work in a team environment

Why Glen Raven:

At Glen Raven, we embrace the strength that comes from a diverse and inclusive mindset. Joining our team means becoming an integral part of a dedicated group, weaving connections across the globe, and representing trusted textile brands such as Sunbrella®.  Every day, we strive for and welcome diverse perspectives, solutions-driven ideas and innovative opportunities for continued growth throughout the company. We work toward a shared success while lifting each other up on the job and in our communities. Together, we keep the world spinning. Join our team. Connect people and drive innovation beyond the boundaries of Glen Raven. 

What you can expect from working at Glen Raven.

• Benefits – Your total well-being is important. In addition to competitive health coverage, short- and long-term disability insurance, vision, dental and plan choices, we also offer telehealth visits or on-site health clinics at many locations. We also have a comprehensive wellness program that includes wellness events, health education, and mental health resources. We offer competitive PTO and holiday schedules to allow for personal time.  
• Future Financial security – No matter where you are in your career, at some point, everyone winds down. We’ll help you make it happen when you’re ready to retire. We offer both a company funded pension and matching 401(k) – our investment in you and your complete future.  
• Perks – From on-site fitness centers or discounted gym memberships to catered associate events, many perks come with the job. We celebrate and reward you for hard work any chance we can.  
• Inclusion – We have teams of problem solvers with diverse voices. Every day, we get after it to innovate and find solutions for a better tomorrow – at home and around the world. 
• Fair pay – Direct compensation that is fair and competitive with the market. Your success is our success. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Glen Raven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to View email address on ziprecruiter.com & View phone number on ziprecruiter.com.