Bilingual Spanish Customer Care Lead

PLS; Melrose Park (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k)

Vacation

Advancement opportunities

Ongoing training

Job summary

PLS Financial Services is seeking a Customer Care Team Lead at our Oak Brook, IL location. You will manage escalated inquiries, train staff, and ensure consistent, high-quality service.

The role emphasizes coaching, process improvement, and adherence to policies in a fast-paced environment. The ideal candidate will have experience in a high-volume contact center, strong communication skills, and the ability to work flexible hours.

Qualifications

• Minimum high school diploma or equivalent.
• Experience in a high-volume contact center.
• Leading or coaching others is a plus.
• Ability to work flexible hours.
• Spanish language ability is a plus.

Responsibilities

• Handle escalated customer inquiries and resolve issues efficiently.
• Train and coach Customer Care Representatives to improve first contact resolution.
• Identify root causes and communicate effective solutions.
• Maintain accurate records of customer interactions and actions.
• Monitor quality metrics and ensure adherence to policies.

Skills

Customer service leadership

Escalation management

Coaching and training

Communication skills

Spanish (optional)

Education

High school diploma or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

PLS Financial Services is seeking a Customer Care Team Lead at our Oak Brook, IL location. You will manage escalated inquiries, train staff, and ensure consistent, high-quality service.

The role emphasizes coaching, process improvement, and adherence to policies in a fast-paced environment. The ideal candidate will have experience in a high-volume contact center, strong communication skills, and the ability to work flexible hours.