Bilingual Customer Support & Operations Specialist

Kelly; Mansfield (MA); Remote; USD 45,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Telemedicine

Life insurance

Disability insurance

Retirement savings plan

Holiday pay (up to 8 days)

Job summary

Kelly is hiring a Bilingual Customer Support & Operations Specialist to support independent consultants throughout the order and account lifecycle. The role blends administrative, operational, and customer service tasks in a remote capacity with an onsite rotation for check-processing.

The position requires fluency in English and Spanish, prior customer service or order-processing experience, strong organization, and the ability to manage multiple priorities.

Qualifications

• Bilingual English/Spanish required; written and verbal fluency in both languages.
• Experience in customer service, administrative, operations, or order-processing roles.
• Strong organizational skills and high attention to detail.
• Ability to manage multiple tasks and priorities with accuracy.
• Strong follow-up and task-oriented approach to work.
• Excellent written and verbal communication skills.
• Proficiency in Excel (sorting/ filtering etc).
• Comfortable using multiple computer systems and databases.
• Able to work independently and with a team.

Responsibilities

• Provide bilingual support to consultants on orders, applications, refunds, incentives, commissions, shipments, and accounts.
• Respond to high-volume emails and Zendesk inquiries, including Spanish communications.
• Outbound calls to obtain information to resolve orders or account issues.
• Research and resolve escalated customer service issues using available systems.
• Communicate clearly with consultants and internal teams, with timely updates.
• Escalate complex issues to appropriate departments when needed.
• Process and maintain consultant applications and related transactions.
• Investigate shipment issues and coordinate with shipping teams.
• Use Prowess, Zendesk, Commerce Manager, SharePoint, and Excel daily.
• Support process improvements by identifying recurring issues and inefficiencies.

Skills

Bilingual English/Spanish

Customer service

Administrative

Operations

Order processing

Organizational skills

Attention to detail

Follow-up skills

Communication skills

Excel

System adaptability

Teamwork / Independence

Tools

Prowess

Zendesk

Commerce Manager

SharePoint

Microsoft Excel

Job description

Department: Customer Service

Industry: Direct Selling/Consumer Products

Salary Range: $45,000–$47,000 annually

Employment Type: Full-Time, Direct Hire

Schedule: Monday–Thursday, 7:45 a.m.–4:30 p.m.; Friday, 7:45 a.m.–3:00 p.m.; periodic support on Saturdays (1-2 hours max)

Language Requirement: Bilingual English/Spanish required

Work Arrangement: Remote position; local candidates are preferred to support participation in an onsite check-processing rotation

Position Summary

The Bilingual Customer Support & Operations Specialist provides administrative, operational, and customer service support to independent consultants throughout the order and account lifecycle.

Essential Functions

Consultant & Customer Support

• Provide bilingual support to independent consultants regarding orders, applications, refunds, incentives, commissions, shipments, and account-related issues.
• Respond to a high volume of email and Zendesk inquiries, with a significant portion of correspondence conducted in Spanish.
• Make outbound calls to consultants when additional information or clarification is needed to resolve an application, order, or account issue.
• Research and resolve escalated customer service issues, using available systems and resources to identify the appropriate resolution.
• Communicate clearly and professionally with consultants and internal teams, providing timely updates and follow-up.
• Escalate complex or system-related issues to the appropriate internal department when necessary.

Order & Transaction Processing

• Process and maintain orders using established procedures, including manual order adjustments and updates.
• Process refunds, commission adjustments, incentives, and other consultant-related transactions accurately and within established timelines.
• Review transactions and account information to identify discrepancies and take appropriate corrective action.
• Maintain accurate records and documentation related to transactions and issue resolution.
• Follow established policies, procedures, and controls to ensure accuracy and consistency.

Application & Account Administration

• Process and maintain consultant applications and related account information.
• Research applications that are held or delayed and determine the appropriate action needed to move them through the process.
• Maintain application and account information within the designated database systems.
• Respond to consultant inquiries regarding application status and requirements.
• Conduct follow-up activities to ensure outstanding application or account issues are resolved promptly.

Shipment & Delivery Investigations

• Investigate shipment issues, including lost packages, packages reported as not received, and other delivery concerns.
• Coordinate investigations with the appropriate shipping and internal teams to determine shipment status and next steps.
• Maintain accurate tracking information and investigation records in shared Excel files.
• Update and maintain team-accessible records in SharePoint to ensure visibility and appropriate follow-up.

Systems & Process Support

• Use business systems and databases to process transactions, research issues, and maintain accurate consultant information.
• Utilize systems such as Prowess, Zendesk, Commerce Manager, SharePoint, and Microsoft Excel to complete daily responsibilities.
• Participate in testing new systems, programs, and system enhancements by performing real-world scenarios and identifying potential issues before implementation.
• Document and report system issues or unexpected results to Information Technology and appropriate internal teams.
• Support process improvements by identifying recurring issues, inefficiencies, or opportunities to improve the consultant experience.

Team Support & Collaboration

• Collaborate with Customer Service, IT, Finance, Operations, and other internal teams to resolve issues and maintain efficient processes.
• Maintain organized records and follow established procedures for tracking outstanding issues and follow-up activities.
• Manage multiple tasks and priorities while meeting established deadlines and service expectations.
• Provide coverage and support to team members as needed.

Saturday Rotation

• Participate in a rotating Saturday support schedule, generally approximately two Saturdays per month for the team, with an individual Saturday shift typically lasting 1–2 hours.
• During Saturday coverage, monitor application-related issues, investigate applications that are being held or have not processed, and take appropriate steps to resolve or elevate issues.
• Weekly schedules are adjusted when Saturday coverage is required.

Qualifications

• Fluency in both English and Spanish, with the ability to communicate effectively in writing and verbally in both languages.
• Previous customer service, administrative, operations, or order-processing experience.
• Strong organizational skills and exceptional attention to detail.
• Ability to manage multiple tasks and priorities while maintaining accuracy.
• Strong follow-up skills and a task-oriented approach to completing work.
• Strong written and verbal communication skills.
• Basic to intermediate proficiency with Microsoft Excel, including sorting/filtering, formatting, copying, pasting, and maintaining spreadsheets.
• Comfortable learning and working across multiple computer systems and databases.
• Ability to work independently while also collaborating effectively with a team.

Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.