Bilingual Call Center Representative

You’re the kind of person who is always looking to learn. You want to grow into something greater and you’re looking for an employer encourages and supports your professional development. TEEMA promotes advancement and rewards our employees based on individual performance and merit. Sure you’ll have exposure to the team, but all of our people are accountable for their success. Competitive and focused, our team is on a mission to deliver excellence. We also know that this can only be accomplished by supporting our employee growth and development. By providing frequent feedback and consistently measuring progress, we’ve discovered the recipe for success that’s delivered year over year growth since our first year of business. This a culture of winning. At TEEMA we breed winners. Responsibilities Maintain bilingual communication to serve both English and Spanish speakers. Respond to customer inquiries via phone, email, and chat with accuracy and empathy. Meet daily, weekly, and monthly performance targets (CSAT, handle time, first contact resolution). Resolve escalated issues by researching solutions and coordinating with internal teams. Document interactions and update customer records in the CRM accurately. Proactively use the sales pipeline to forecast potential opportunities by territory. Maintain high activity visibility; log daily activities and outcomes in reports. Continuously develop product knowledge to provide accurate information and recommendations. Identify upsell or cross-sell opportunities aligned with customer needs. Collaborate with team members to share insights and contribute to process improvements. Escalate compliance or policy deviations to the appropriate stakeholders promptly. Adhere to contract-term requirements and scheduling for hybrid work environment. Experience/Qualifications Bilingual proficiency in English and Spanish, verbal and written. Experience in inbound/outbound call center with customer empathy. Meet and exceed CSAT, average handle time, and first contact resolution targets. Strong CRM documentation accuracy for customer interactions and updates. Ability to research and resolve escalated issues across internal teams. Compliance awareness; expedite policy deviations promptly. Proactive opportunity spotting for upsell/cross-sell aligned with needs. Maintain high activity visibility with daily/weekly/monthly activity logs. Solid product knowledge and continuous learning mindset. Hybrid work scheduling adherence and flexibility for contract role. What's in it for you? (Salary, Commissions & Benefits) Hybrid work model based in Phoenix, AZ — split your time between the office and remote work for flexibility and local collaboration. Competitive base salary as the core of your compensation package. #J-18808-Ljbffr TEEMA Solutions Group