BILINGUAL CUSTOMER SERVICE REPRESENTATIVE JOB DESCRIPTION

Handling high volumes of inbound and outbound calls daily is only part of the job. The Bilingual Customer Service Representative manages the full arc of a customer concern - from first contact through case documentation, escalation review, and final resolution - across both English and a second language, serving B2C customers in tech services, retail, and subscription-based environments. Extended warranty claims, payment rejection calls, and compliance with federal and state transaction regulations all fall within this seat's scope. Few front-line roles carry that breadth of exposure in a single position.

As the Bilingual Customer Service Representative, you resolve customer inquiries, process transactions, and manage case records to ensure timely, compliant resolution across all service channels. You report to a store manager or contact centre lead and collaborate with repair depots, service advisors, and internal departments to close cases and support customer retention goals.

Career Impact: Proficiency managing extended warranty claims and regulatory-compliant cash transactions builds a service record that carries weight across retail, financial services, and tech support hiring markets.

Business Impact: Every resolved case and retained customer directly reduces escalation volume and churn for the organizations that depend on front-line bilingual coverage to serve their full customer base.

Growth Opportunity: The combination of case management, outbound negotiation, and bilingual communication skills developed here opens pathways to team lead, service advisor, and account support roles at higher seniority levels.

• Receive and resolve inbound customer inquiries across subscription services, tech services, and extended warranty claims.
• Conduct outbound calls to advise customers of payment rejections, service termination, or settlement offers on unrepairable units.
• Document new cases, update case management records, and maintain accurate customer contact information.
• Liaise with repair depots, service advisors, remote agents, and third-party vendors to drive case closure.
• Process customer transactions accurately in compliance with federal, state, and local regulations, including cash handling procedures.
• Escalate unresolved issues to the leadership team and review progress to ensure timely resolution.
• Schedule customers in booking systems for on-site and subscription service appointments.
• Support sales colleagues by recommending applicable services and facilitating retention-focused solutions.

• High school diploma or GED required; associate degree or certificate in a related field is an asset, or equivalent work experience.
• 2 or more years of customer service experience, with demonstrated ability to manage high call volumes and multi-task under pressure.
• Fluency in English and at least one additional language, with strong written and verbal communication skills in both.
• Experience handling customer complaints, billing inquiries, and order processing in a contact centre or retail environment.
• Proficiency in standard office productivity software, including word processing and spreadsheet applications.
• Ability to handle difficult conversations with professionalism, including payment disputes and warranty settlement negotiations.
• Proven problem-solving skills with an emphasis on accurate documentation and timely case resolution.

• Prior experience in tech services, financial services, or extended warranty program support.
• Familiarity with case management databases or electronic ticketing systems used in contact centre environments.
• Experience conducting outbound retention or negotiation calls, including settlement discussions with customers.
• Comfort working flexible schedules, including evenings, weekends, and overtime hours as required.

• First-contact resolution rate, measuring how often cases are closed without escalation or callback.
• Average handle time per inbound call, benchmarked against contact centre targets.
• Case documentation accuracy rate, reflecting completeness and timeliness of records entered per shift.
• Outbound call completion rate for payment rejection and settlement notifications.
• Customer retention rate on warranty and subscription accounts following outbound contact.
• Typical tools: Case management and ticketing platforms (commonly AS400-based systems); office productivity suites (commonly MS Office or equivalent).

• Base Salary Range: $17 to $22 per hour, depending on language proficiency and experience.
• Bonus: performance-based incentive tied to retention and resolution metrics.
• Equity: not typical at this level.
• Health Benefits: medical, dental, and vision coverage standard.
• PTO: 10 to 15 days annually, plus paid holidays.
• Common Perks: Schedule flexibility, employee product discounts, and bilingual language differential pay where offered.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Reasonable accommodations are available to applicants and employees with disabilities throughout the hiring process and employment, in accordance with the Americans with Disabilities Act and applicable state law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, or any other characteristic protected by federal, state, or local law. Employment is contingent on successful completion of a background check. Candidates must be authorized to work in the United States.

The Bilingual Customer Service Representative owns end-to-end customer support across Tech Services and partner programs, handling inbound inquiries, extended warranty claims, and outbound calls to resolve billing, payment, and service issues. Working closely with repair depots, service advisors, remote agents, and third-party vendors, this role ensures customer loyalty and seamless case resolution across all service channels.

Key Responsibilities

• Receive inbound calls from customers for information on subscription services, tech services, and open extended warranty claims for replacement or repair of eligible products.
• Answer inquiries, resolve problems, and contact customers to investigate and resolve customer concerns.
• Engage actively in service solutions sales and facilitate appropriate solutions to ensure customer loyalty.
• Check for existing cases, construct individual case reference files, and document new cases and update case management databases and logs.
• Explain the benefits of remote service pathway offers to customers.
• Conduct outbound calls to advise of payment rejections, service termination, or settlement offers for unrepairable units under extended warranty plans.
• Schedule customers in booking tools for subscription and on-site service programs.
• Filter concerns and needs using listening and probing skills to determine root cause.
• Liaise with internal and external partners, including repair depots, service advisors, remote agents, stores, and third-party repair vendors.
• Initiate and review escalations with the leadership team to expedite resolution and closure of customer issues.
• Determine claim eligibility by studying extended service plan coverage, terms and conditions, and additional documentation, then enter details into the electronic ticketing system.

Required Qualifications

• Degree, diploma, or certificate in a related field is an asset.
• 1-2 years of experience in a contact centre environment and 2-3 years in a customer service environment.
• Previous experience in a technical field preferred.
• Familiar with AS400 environment.
• Proficient in MS Office, including Excel, Word, and PowerPoint.
• Excellent communication, collaboration, and negotiation skills with the ability to handle difficult situations with internal and external groups.
• Proven incident and problem-solving skills with an emphasis on timely resolution and ability to multi-task in a fast-paced environment.
• Bilingual in English and French required.

Embedded within a customer-facing service team, the Bilingual Customer Service Representative delivers proactive support by recruiting inbound calls, maintaining accurate customer directories, and upholding the highest professional standards across all interactions. Working closely with sales colleagues and management, this role strengthens listing coverage and customer loyalty through effective questioning, rapport building, and objection handling.

Core Functions

• Demonstrate a strong customer focus rooted in empathy and communicate effectively with peers, management, and customers.
• Recruit inbound customer service calls and cases, ensuring timely resolution of issues with quality and professionalism.
• Improve listing coverage through proactive customer service, including effective questioning, listening, probing, building rapport, and objection handling.
• Maintain an accurate directory of customer contact details and company information for assigned customers and communities.
• Support sales colleagues to ensure the highest standard of customer service is maintained.
• Maintain the highest professional standards and promote ethics of trust, open communication, creative thinking, and cohesive team effort.

Qualifications and Experience

• Associate degree required or 2 years of experience in a CSR role with a demonstrated track record of providing excellent customer care.
• Minimum 2 years of experience in a customer service representative role.
• Proficient in MS Office Suite.
• Excellent verbal and written communication and influencing skills.
• Open to working some weekends to provide customer service to all clients.
• Fluent in both written and spoken Spanish and English.

Reporting to the Store Manager, the Bilingual Customer Service Representative promotes products and services while ensuring all transactions are completed in compliance with federal, state, and local regulations. Partnering with store management and internal teams, this role enables accurate cash handling, complaint resolution, and a safe and organized environment that supports repeat business.

Primary Duties

• Provide outstanding customer service to ensure repeat business and promote products and services to current and potential customers.
• Ensure all transactions are completed in compliance with federal, state, and local regulations, following company policies and procedures.
• Maintain a balanced cash drawer and complete all transactions accurately, including cash handling.
• Use multiple computer applications to access information and process transactions.
• Resolve customer complaints or refer complaints to the Store Manager for resolution.
• Maintain a safe, organized, and clean environment and perform other duties as instructed by management.

Skills and Qualifications

• Previous customer service experience in industries such as hospitality, financial services, retail, or restaurant is preferred.
• Exceptional attention to detail with the ability to multi-task and maintain a professional appearance and demeanor.
• Strong verbal communication skills and ability to drive sales.
• Able to work flexible hours, including early mornings, evenings, weekends, and holidays.
• Must be able to sit or stand for long periods, lift 15 lbs, and work in restrictive spaces with moderate to high noise levels.
• Bilingual in English and Spanish is a plus.

Sitting at the intersection of customer service and administrative operations, the Bilingual Customer Service Representative responds to high-volume inquiries, enters incoming orders, and manages fax filing and internal communications within company timelines. Operating across internal departments and external customer touchpoints, this role ensures accurate order processing and administrative support with flexibility for overtime and extended hours.

Duties

• Respond consistently to customer inquiries and requests in a professional manner and within company timelines.
• Take high-volume phone calls while performing other duties simultaneously.
• Take and enter incoming orders and perform administrative duties and other assigned special projects.
• Work and communicate with internal departments, and file, organize, and enter faxes.
• Maintain availability for overtime, weekend, and early hours.

Experience and Qualifications

• High School diploma or GED equivalent required, with some college preferred.
• 2-5 years of experience in a customer service environment.
• Possess strong problem-solving and multitasking skills in a fast-paced environment.
• Must be able to utilize a computer and keyboard with flexibility to work additional hours as required.
• Fluency in a second language is a plus.