Customer Service Representative (English/Spanish Bilingual)

Bestpass by Fleetworthy; City of Albany (NY); On-site; USD 35,000 - 50,000; Full time

Job summary

Bestpass by Fleetworthy in Albany, NY is seeking a Customer Service Representative (CSR) to foster strong relationships and deliver exceptional support across phone, live chat, and email. The ideal candidate will have 1-2 years of experience in customer service, a strong ability to communicate and problem-solve, and be proficient in MS Office.

This role offers the opportunity to work in a dynamic environment where input is valued, and diversity is embraced. Join us at Fleetworthy to support the future of fleet readiness!

Qualifications

• 1–2 years of customer service or client-facing experience, ideally in a multi-channel support environment.
• Demonstrates excellent verbal and written communication skills.
• Organized and detail-oriented, able to manage and prioritize workload.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone, chat, and email.
• Investigate and resolve customer issues, including billing questions.
• Maintain and update customer accounts in our proprietary platforms.

Skills

Proficient with MS Office

Bilingual (English & Spanish)

Education

Associate degree in Business, Communications, or related field

Bachelor’s degree preferred

Tools

Salesforce or similar CRM systems

Job description

Fleetworthy offers the only complete technology suite for fleet readiness, uniting safety and compliance, toll management, and weigh station bypass solutions. We help fleets streamline operations, control costs, and operate with confidence.

Trusted by 75% of the top fleets in North America, Fleetworthy offers the most adopted toll management solution and largest weigh station bypass network. Going beyond regulatory requirements, our safety and compliance capabilities strengthen safety programs and enable proactive audit readiness. We support millions of vehicles and drivers and are recognized across the industry for innovation and leadership.

Fleetworthy is shaping the future of fleet readiness with AI‑enabled, connected fleet technology that keeps drivers safe, fleets compliant, and operations running at peak efficiency. Learn more at fleetworthy.com.

Job Purpose

The Customer Service Representative (CSR) plays a key role in building strong relationships with our customers by delivering professional, friendly, and solutions‑focused support. Whether assisting fleet accounts, owner‑operators, or consumers, the CSR ensures every interaction reflects our commitment to accuracy, care, and service excellence. Support is provided across phone, live chat, and email.

Essential Duties and Responsibilities

• Serve as the first point of contact for customer inquiries via phone, chat, and email, ensuring clear, professional, and empathetic communication across our industry‑leading product suite.
• Investigate and resolve customer issues, including billing questions, exercising sound judgment to determine when to resolve independently and when to elevate.
• Maintain and update customer accounts in our proprietary internal platforms and CRM software with accuracy and attention to detail.
• Collaborate with peers and internal partners to deliver timely resolutions and a seamless customer experience.
• Contribute to team initiatives by sharing feedback, mentoring newer colleagues, and actively participating in continuous improvement efforts.

Experience and Competencies

• Education: Associate degree in Business, Communications, or related field required; bachelor’s degree preferred.
• Experience: 1–2 years of customer service or client‑facing experience, ideally in a multi‑channel support environment.
• Problem‑Solving: Applies structured thinking to resolve customer issues independently; knows when to elevate.
• Communication: Demonstrates excellent verbal and written communication skills; approachable, personable, and able to build trust quickly and de‑escalate tense or heightened issues.
• Teamwork & Collaboration: Actively supports colleagues, builds stable working relationships, and contributes to team goals.
• Leadership Mindset: Seeks opportunities to mentor, share ideas, and foster a positive, inclusive environment.
• Work Style: Organized and detail‑oriented, able to manage and prioritize workload while maintaining accuracy and professionalism.

Knowledge & Skills Proficiency

• Proficient with MS Office (Excel, Word, Outlook, PowerPoint), Excel is a must.
• Familiar with Salesforce or similar CRM systems.
• Bilingual (English & Spanish).

Fleetworthy is committed to fostering a diverse and inclusive culture that is respectful and welcoming of individual differences. We are proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, nationality, national or ethnic origin, civil status, age, citizenship status, sexual orientation, disability, genetic information, familial status, marital or registered civil partnership status, pregnancy or maternity status, gender identity, gender reassignment, military or veteran status, or any other protected characteristic in accordance with applicable laws and regulations.