Bilingual Customer Service Agent

Work Shift

11:00 AM – 8:00 PM EST – Monday thru Friday

• Respond to inbound customer calls and emails concerning sales or service inquiries.
• Obtain information from the customer and enter data in real time into the appropriate database to facilitate effective service and appropriate follow‑up.
• Notate the position responsibilities.
• Track and code customer inquiries and complaints for multiple operations companies and follow‑up if necessary.
• Dispatch and escape requests to technicians and other field personnel.
• Conduct and support client engagement activities to strengthen relationships with clients and increase understanding of their needs.
• Work with other departments including dispatch, billing, credit, parts and field management operations to respond to customer inquiries and ensure resolution.
• Make outbound calls as needed to obtain information and provide responses to customer inquiries and field personnel.

• Perform all duties with integrity, safety and a professional mentality.
• Promote a positive and inclusive work/team environment.
• Communicate all program deficiencies and improvements.
• Report all non‑conforming work.
• Ensure effective communication.
• Demonstrate discretion, confidentiality and good judgment when dealing with sensitive company, personnel and client information.
• Foster collaboration and communication.

High School diploma or equivalent. Bilingual (Spanish) verbal and written.

2+ years of customer service experience in a fast‑paced environment.

• Proficient with Google and Microsoft Office Suite products (Excel, PowerPoint, Word).
• Experience with Workday preferred.
• Familiarity with IFS or related CRM systems.

• Excellent organizational, bilingual (Spanish) verbal and written.
• Ability to interface with cross‑functional teams and all levels of personnel/management.
• Strong problem‑solving and analytical skills.
• Can work independently, managing multiple responsibilities (self‑starter, self‑motivated).
• Solid organization and time‑management skills.
• Effective verbal and written communication skills.
• Ability to multi‑task and prioritize with organization and time‑management skills.
• Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment.
• Can work independently.
• Schedule and essential physical functions disclaimer applies.

The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed.

Some shifts will require working alone. Sitting for long periods of time (3‑4 hours). Working in front of computer screens for up to 8‑10 hours. Weekend work would be required.

Ability/willingness to commute to the office for meetings and training.

Capability to pass background checks and initial drug screening. Valid driver’s license.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status.