BILINGUAL LEAD GENERATION SPECIALIST

Job Description

Job Description

BILINGUAL LEAD GENERATION SPECIALIST

LOCATION :Irving, TX (Hybrid After Training)

COMPENSATION & SCHEDULE

• $18/hour, with opportunity for sales commissions paid out each month.

• Training Schedule: Monday–Friday, 7:00AM–3:45PM & 8:00AM–4:45PM

• Work Schedule: Monday–Friday, 10:15AM–7:00PM; every 3rd Saturday, 8:00AM–2:00PM with guaranteed overtime

ROLE IMPACT: The Bilingual Customer Service Advisor supports customers in English and Spanish by answering questions about vehicle service contract coverage and eligibility, resolving account and payment concerns, and identifying qualified sales opportunities. Success means delivering accurate, empathetic service, supporting customer retention, and consistently meeting call quality, lead generation, conversion, and productivity goals.

KEY RESPONSIBILITIES

• Handle a high volume of inbound customer calls, averaging approximately 70 per day, while following established procedures and working toward one-call resolution.

• Listen to customer needs, explain contract coverage, document interactions, resolve billing and credit card issues, process payments, and provide appropriate solutions within established guidelines.

• Identify customer concerns and retention opportunities, reinforce the value and benefits of vehicle service contracts, update account status, and escalate issues when necessary.

• Recognize and create qualified lead opportunities, make outbound calls to develop potential leads, and route sales opportunities appropriately.

• Meet established performance expectations for schedule adherence, call quality, lead generation, conversion, average handle time, hold time, answer speed, and outbound calling.

MINIMUM QUALIFICATIONS

• Bilingual fluency in English and Spanish is required.

• Minimum 2 years of customer service call center experience required.

• Minimum 2 years of sales / lead generation experience required.

• Proficiency with Microsoft Office and intermediate PC skills, including Microsoft Word, Outlook, and Excel.

CORE TOOLS & SYSTEMS

• Microsoft Word

• Microsoft Outlook

• Microsoft Excel

• Customer account and interaction tracking systems

• Payment and billing processing systems

PREFERRED SKILLS

• AS400 experience; previous customer service, lead generation, or sales experience in warranty, auto insurance, or an automotive dealership is preferred.

• Strong communication, phone presence, negotiation, conflict-resolution, lead-generation, and customer-retention skills.

• Results-oriented with the ability to multitask, learn new systems, prioritize work, and perform effectively both independently and as part of a team in a fast-paced environment.

LEGAL NOTICE

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