Bilingual Customer Service Representative (Remote)

Globe Life; Austin (TX); Remote; USD 42,000 - 54,000; Full time

Job summary

Globe Life is seeking a Bilingual Customer Service Representative to join our remote team. You will handle inquiries via phone and email, deliver professional resolutions, and maintain high customer satisfaction while meeting defined performance metrics.

Requirements include 1 year of customer service experience, fluency in Spanish and English, and a high school diploma. This full-time, weekday role offers a supportive environment and opportunities for growth.

Qualifications

• 1 year of customer service experience in a similar role.
• Fluent in Spanish and English, both spoken and written.
• High school diploma or equivalent.

Responsibilities

• Assist with daily call volume and meet service level targets.
• Provide accurate resolutions to customer inquiries in a professional and courteous manner.
• Ensure customer needs are met on every interaction via phone, email, or written correspondence.
• Meet QA requirements and other key performance metrics.
• Handle escalated issues professionally.
• Monday to Friday schedules; overtime may be required.

Skills

Bilingual (Spanish/English)

Communication skills

Microsoft Office

Education

High school diploma

Job description

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.Role Overview:Could you be our next Bilingual Customer Service Representative? Globe Life is looking for a Bilingual Customer Service Representative to join the team!In this role, you will be responsible for providing superior customer service. Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally using multiple systems. Through training, CSR’s focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc.).The Customer Service Representatives acts on behalf of Globe Life Inc. as a first-tier support for all customer inquiries and is required to effectively communicate and resolve each related issue. This position is also required to assist with important department and company initiatives, on an as-needed basis.This is a remote / work-from-home position.What You Will Do:Assist with daily call volume (service level takes priority).Provide accurate resolutions to customer inquiries in a professional and courteous manner.Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.).Meet Quality Assurance Requirements and other key performance metrics.All other duties as assigned.Excellent verbal & written communication skills In Spanish and EnglishExcellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of the Internet for business use. Ability to learn new computer systems.Knowledge of customer service principles and practices.Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.Must possess and professional and friendly attitude and be able to quickly develop a rapport with customers.Have flexibility in your schedule.Must be detail-oriented.Ability to professionally handle and resolve escalated issues.Monday to Friday schedules, no weekend phone schedules.What You Can Bring:1 year of customer service experience in a similar role.Be fluent in speaking, reading and writing in Spanish and EnglishHigh school diploma or equivalent.Heavy computer and phone usage.Ability to sit 90% of the workdayWillingness to work shift work and overtime is requiredApplicable To All Employees of Globe Life Family of Companies:Reliable and predictable attendance of your assigned shift.Ability to work full time and/or part time based on the position specifications.How Globe Life Will Support You:Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:Competitive compensation designed to reflect your expertise and contribution.Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.Paid holidays and time off to support a healthy work-life balance.Parental leave to help our employees welcome their new additions.Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.Company-paid counseling for assistance with mental health, stress management, and work-life balance.Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.Discounted Texas Rangers tickets for a proud visit to Globe Life Field.Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.