Bilingual Sales & Customer Service Representative - Onsite

Teleperformance Usa; Brownsville (TX); On-site; USD 19,000 - 28,000; Full time

Job summary

Teleperformance Usa in Brownsville, Texas, is seeking a Customer Support Specialist to manage inbound and outbound communications and deliver exceptional service in a fast-paced environment. The role focuses on resolving inquiries with professionalism using a suite of web-based tools.

The position emphasizes bilingual English/Spanish communication, strong customer service skills, and compliance with company policies, with opportunities to grow within the global Teleperformance team.

Qualifications

• Two years or more of inbound contact center or direct customer service experience.
• Proficiency in basic Windows and MS Office.
• Experience with Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP is advantageous.
• Must be 18 years of age or older; college degree preferred but not required.
• Bilingual English and Spanish required.

Responsibilities

• Answer inbound calls, chat, email, and reviews in a fast-paced environment.
• Respond to inbound digital inquiries per management guidelines.
• Provide customers with a clear view of products and services; listen to the voice of the customer.
• Ensure reservations and services are met and confirmed within guidelines.
• Identify upsell opportunities and cross-sell when possible.
• Escalate complex situations to Team Leaders as needed.
• Collaborate with Quality Coaches to improve performance.
• Maintain confidentiality of company information.
• Support team culture and adhere to policies.

Skills

Bilingual English & Spanish

Strong communication

Customer service excellence

Education

High School Diploma or equivalent

Tools

Windsurfer

SHR

HotSOS

SevenRooms

LMS

CMP

Job description

Category: Customer Service/Support

This position will be located on-site in Brownsville, Texas.

As a Customer Support Specialist, you will serve as a primary point of contact for our clients, managing inbound and outbound communications with professional excellence. Utilizing a suite of web-based tools, you will efficiently resolve inquiries to ensure a seamless and positive customer experience. This role is ideal for individuals passionate about service delivery in a high-velocity environment.

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include

TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.

We invest in and prioritize the mental health and well‑being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.

We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.

Your Career Starts Here

Join us in transforming the digital business landscape. At TP, we blend cutting-edge high-tech solutions with an essential high‑touch human connection. You will be a vital part of a team that empowers global companies to quickly adapt and deliver exceptional experiences.

Your potential for growth here is limitless. We are committed to fostering career advancement, as proven by the journey of our Chief Executive Officer Americas, who started as an agent and rose to the highest levels of the company. At TP, we provide the platform; your ambition sets the limit.

We also welcome applications from active‑duty service members, veterans, and military families. Please mention your service to the recruiter!

Equal Opportunity Employer

TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you require reasonable accommodation during the application process, please contact us at 877‑877‑3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation‑related requests.

Your Responsibilities

• Answering inbound telephone calls, chat, email & reviews in a skills‑based environment where transactions range from call transfers to in‑room work order requests, to complex hotel, dining, event and entertainment reservations for customers
• Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management
• Answer Operator calls (internal/External)
• Providing customers with a clear picture of company products and services; always leading the call without failing to listen to the voice of the customer
• Ensuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management
• Sensing and exploiting up‑sell opportunities where appropriate; always attempting to cross‑sell in cases a specific request cannot be met
• Presenting, a positive view of the company and its properties when interacting with customers and fellow employees at all times
• Escalating difficult and complex situations to Team Leaders as they arise
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observationsculled from many customer interactions, offering suggestions to improve process, product or service offerings
• Works diligently to supportcompany culture and team philosophy throughout the property.
• Comply with all departmental and company policies including company business ethics guidelines.
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
• Be willing to participate in peer to peer coaching on a one on one basis as well as to support the overall team by assisting on the call center floor by answering questions
• Demonstrate actions and behaviors that reinforce the Company’s mission, “Unconquered Vision, Unparalleled Service, Unlimited Future,” and values of Fast, Fun, Friendly, Fresh and Focused in all we do
• Exhibit conduct in accordance with all company regulations and Seminole Tribe of Florida departmental policies and procedures

We’re looking for fearless people – people who are inspired to deliver only the best in all that we do.

Qualifications:

• Two year or more of directly related experience in an inbound contact center or face to face customer service or similar customer service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of property management, reservations and player tracking systems (e.g. Windsurfer, SHR, HotSOS, SevenRooms, LMS, CMP) is advantageous;
• Proficiency in basic Windows and MS Office packages is very important
• Language Requirements: Bilingual (English & Spanish)
• Experience handling customer calls in a 24x7 sales‑oriented inbound environment
• Experience handling reservations or in the casino / hospitality industry is considered a plus
• Must be able to work flexible schedules based on the needs of the business. Schedule subject to change based on business/customer needs.
• High School Diploma or equivalent.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• College degree preferred but not required.

Key Competencies:

• Process Excellence:Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration:Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication:Outstanding communication, listening, and analytical skills.
• Organizational Skills:Strong organizational and problem‑solving skills.
• Emotional Intelligence:Ability to prioritize tasks and work well under pressure while remaining focused.
• Open‑Mindedness:Open‑minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking:Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision‑making.
• Solution‑Oriented:Proactive approach to problem‑solving with a focus on creating a positive customer experience.