Customer Service Representative

We are looking for a bilingual Customer Service Representative to support customers in Sacramento, California. This Long-term Contract position is ideal for someone who communicates clearly in both Spanish and English, enjoys resolving service concerns, and can manage a high volume of inquiries with professionalism. The person in this role will help deliver a positive customer experience by responding thoughtfully, coordinating with internal teams, and maintaining accuracy in every interaction.

Responsibilities:

• Handle inbound customer inquiries in both Spanish and English, using attentive listening and thoughtful follow-up questions to fully understand each concern.
• Route requests to the appropriate team members when needed and coordinate with internal departments to help resolve service-related issues efficiently.
• Address customer complaints with professionalism, working toward timely and effective solutions that support a positive service experience.
• Build and maintain knowledge of company services, transactions, and procedures to provide accurate information and dependable support.
• Communicate workflow concerns, service disruptions, or recurring customer issues to Customer Care leadership in a timely manner.
• Complete all assigned work in alignment with company policies, training guidance, supervisory expectations, and applicable regulations.
• Provide support to other departments when service needs require cross-functional assistance.
• Document customer interactions clearly and accurately to help ensure continuity, compliance, and quality service.
• Bilingual fluency in Spanish and English is required.
• High school diploma or equivalent is required; additional college education is a plus.
• At least 1 year of customer service experience is required, with call center experience strongly preferred.
• Ability to use Microsoft Office or Microsoft 365 applications and learn internal or third-party software systems quickly.
• Strong verbal and written communication skills, including the ability to read instructions and prepare clear, concise messages.
• Effective listening skills with the ability to ask clarifying questions and respond appropriately to customer needs.
• Demonstrated learning agility, including the ability to absorb new information, apply feedback, and avoid repeating errors.