Bilingual Customer Service Representative

ChaseSource, LP; Austin (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

ChaseSource, LP is seeking bilingual (English/Spanish) Customer Service Representatives to join our team in Austin, TX. You will respond to inquiries, resolve complaints, and provide information about products and services.

You will handle calls via phone, email, or chat, maintain accurate records, and ensure PCI compliance while processing payments. The role requires strong communication, time management, and teamwork in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Bilingual English and Spanish.
• 2+ years in customer service or related field preferred.
• 2+ years in a call-center environment.
• Proficient computer skills and quick to learn new software.
• Able to work under pressure in a fast-paced environment.
• Strong problem-solving and conflict resolution abilities.
• Professional phone etiquette and ability to handle difficult calls.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Available to work 40 hours/week on any 8-hour shift Mon–Sat 6:30am–8:00pm.

Responsibilities

• Handle a high volume of incoming customer calls professionally and timely.
• Communicate with customers via phone, email, or chat.
• Assist customers with inquiries, provide accurate information, resolve issues.
• Follow defined procedures to respond to inquiries about account activity, etc.
• Collaborate with other departments to resolve complex customer issues.
• Take ownership of problems and follow up to ensure satisfaction.
• Maintain PCI compliance when collecting and processing payments.
• Meet daily qualitative and quantitative targets.
• Reconcile payments and prepare end-of-day reports.
• Update customer records and maintain documentation.
• Stay up-to-date with product knowledge and industry trends.

Skills

Bilingual EN/ES

Clear communication

Basic math

Written communication

Interpersonal skills

Analytical thinking

Time management

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office

Microsoft Excel

Microsoft Word

Job description

We are looking for Bilingual Customer Service Representatives to join our team and provide excellent customer service to our clients. The successful candidate will be responsible for responding to customer inquiries, resolving customer complaints, and providing helpful information about products and services. The ideal candidate should have excellent communication skills, be able to work in a fast-paced environment, and have a strong attention to detail.

Responsibilities

• Handle a high volume of incoming customer calls in a professional and timely manner.
• Communicate with customers via phone, email, or chat.
• Assist customers with their inquiries, provide accurate information, and resolve any issues or concerns in a professional and timely manner.
• Utilize available resources and defined research procedures to quickly respond to all inquiries regarding account activity, tag fulfillment, and standard violation resolution.
• Collaborate with other departments to elevate and resolve complex customer issues.
• Take ownership of customer problems and follow up to ensure their satisfaction.
• Maintain PCI compliance when collecting and processing payments involving credit card and/or banking information.
• Meet daily qualitative and quantitative targets to maintain operational standards.
• Reconcile payments and prepares end-of-day reports as specified per section.
• Update customer records and maintain accurate documentation of all customer interactions.
• Stay up-to-date with product knowledge and industry trends to effectively assist customers.

Knowledge, Skills & Abilities:

• Ability to speak clearly and listen effectively.
• Knowledge of basic math.
• Good written and interpersonal skills.
• Good analytical and organizational skills.
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
• Must possess keyboarding skills of 30 wpm and 10-key touch.
• Ability to work in a team environment and be open to change.
• Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.
• Ability to exercise tact and to handle customer interactions in a fast, courteous, and efficient manner. Ability to establish and maintain effective working relationships with others.
• Ability to de-escalate, research, and resolve complex calls.
• Must be able to maintain a composed and customer-centric tone, skillfully navigating conversations with a reassuring and empathetic approach to ensure an outstanding customer service experience.
• Must be able to maintain confidentiality.

Requirements

• High school diploma or equivalent from an accredited institution.
• Bilingual, fluent in both English and Spanish
• Previous experience in customer service or a related field is preferred.
• At least 2 full and/or consecutive years of experience working in a call-center environment.
• Proficient computer skills and the ability to learn new software quickly.
• Ability to work well under pressure and in a fast-paced environment.
• Strong problem-solving and conflict resolution abilities.
• Professional phone etiquette and the ability to handle difficult calls.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30am to 8:00pm without exception.

By applying for this position, you consent to receive calls, AI-generated calls, text messages, and emails from ChaseSource, its affiliates, and contracted partners regarding job opportunities and related updates. Message frequency may vary. Standard message and data rates may apply. Carriers are not responsible for delayed or undelivered messages. You can opt out at any time by replying STOP or get assistance by replying HELP. For more information, please review our privacy policy at https://chasesource.com/privacy-policy/.

ChaseSource is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, pregnancy, or any other legally protected status.