Bilingual Customer Care Specialist I

Kls-Martin-Group; Jacksonville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The Bilingual Customer Care Specialist I at Kls-Martin-Group serves as the first point of contact, handling inquiries via email and phone, processing orders and quotes, and providing timely, accurate information.

This entry-level role emphasizes strong communication, teamwork, and administrative skills, with opportunities to learn ERP use and cross-functional collaboration while supporting customer retention in a professional office setting.

Qualifications

• Bilingual proficiency in English and Spanish or English and French.
• Strong verbal and written communication skills in both languages.
• Experience in customer service is preferred but not required.

Responsibilities

• Respond to customer inquiries via phone, email, and other approved channels.
• Process orders and quotes, including entry, modifications, cancellations, and confirmations.
• Provide product, service, and policy information to customers.
• Document customer interactions and maintain ERP records.
• Coordinate with cross-functional teams to resolve customer needs.
• Support customer retention and satisfaction initiatives.

Skills

Bilingual English/Spanish

Verbal and written communication

Customer service orientation

Time management

Teamwork

Education

High school diploma or equivalent

Additional education is a plus

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

ERP systems

Customer service platforms

Job description

Job SummaryThe Bilingual Customer Care Specialist I is the first point of contact for our customers and is responsible for delivering exceptional customer service. This entry-level role supports customers by processing orders and quotes, responding to inquiries, resolving basic issues, and providing timely, accurate information. Communication is primarily handled through email in addition to daily phone support. This position offers an opportunity to gain experience in a professional office setting while building strong customer service, communication, and administrative skills.Essential Functions, Duties, and ResponsibilitiesCustomer Support:- Respond to customer inquiries through phone, email, and other approved communication channels- Provide information regarding products, services, orders, and company policiesIssue Resolution:- Resolve customer questions and routine service-related issues- Escalate complex issues to appropriate personnel when necessaryOrder and Quote Processing:- Process customer orders and quotes, including order entry, modifications, cancellations, and confirmations.- Monitor order status and provide updates to customers- Process order adjustments and maintain accurate order recordsProduct and Policy Support:- Provide customers with product, service, and policy information- Assist customers in identifying appropriate solutions to meet their needsDocumentation:- Record customer interactions, inquiries, orders, and issue resolutions in the ERP system- Maintain customer records and supporting documentation as requiredCross-Functional Collaboration:- Coordinate with Customer Care team members and other departments to support customer needs and resolve issuesCustomer Relationship Management:- Maintain positive customer relationships through responsive service- Support customer retention and satisfaction initiativesEducation and Experience RequirementsEducation:- High school diploma or equivalent required- Additional education is a plus but not requiredExperience:- 0 - 2 years of customer service experience- Previous experience in retail, hospitality, or other customer-facing roles is a plus but not mandatory- Bilingual proficiency in English and Spanish or English and French, with strong verbal and written communication skills requiredKnowledge, Skills, and AbilitiesCommunication:- Strong verbal and written communication skills, with the ability to clearly explain information to customers in English and Spanish or English and French- Ability to provide clear, professional, and timely responses to customer inquiriesCustomer Service:- A positive attitude and a commitment to providing excellent customer service- Ability to build positive relationships with customers and respond professionally to their needsAttention to Detail:- Ability to accurately enter and maintain customer, order, and quote information- Ensures customer communications and documentation are complete and accurateProblem Solving:- Ability to resolve routine customer questions and issues- Recognizes when to escalate more complex issues to appropriate team membersTime Management:- Ability to prioritize tasks and manage multiple customer requests effectively- Meets deadlines while maintaining quality and accuracyTechnical Skills:- Basic proficiency with Microsoft applications, including Outlook, Excel, and Word- Ability to learn and use ERP systems, customer service platforms, and other company softwareTeamwork:- Ability to work effectively in a team dynamic and support team goals- Willingness to learn from others and contribute to a positive work environment- Open to feedback and committed to continuous development and improvement