Bilingual Customer Service Representative

Assignment Type: Direct Hire

Pay: $48, per year base

Work Schedule:

Monday–Friday, standard business hours

Hybrid schedule: 3 days onsite / 2 days remote

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About the Company:

Our client is a well-established organization which offers a collaborative work environment, comprehensive training, and opportunities for growth.

Job Description:

We are seeking a Bilingual Customer Service Representative to join a busy customer support team in Nashville. This position will assist customers in both English and Spanish, answering questions, researching issues, and helping resolve a variety of account and service-related concerns.

Key Responsibilities:

• Provide professional and empathetic customer support to individuals in both English and Spanish.
• Handle approximately 20-30 customer calls per day covering a wide range of questions and concerns.
• Assist customers with account setup, registration processes, online portals, payments, and other service-related questions.
• Research customer issues, gather relevant information, and determine appropriate solutions or next steps.
• Respond to customer emails and voicemails in a timely and professional manner.
• Accurately document customer interactions and update information within internal systems.
• Explain policies, procedures, and account information clearly to customers.
• Identify issues that require additional assistance and appropriately elevate when necessary.
• Work collaboratively with team members to provide consistent and high-quality customer service.
• Maintain a strong understanding of company processes and industry terminology as knowledge develops.

Qualifications:

• Fluency in both English and Spanish is required.
• At least 1 year of customer service, call center, or comparable high-touch client-facing experience preferred.
• Previous experience in a high-volume or structured customer service environment strongly preferred.
• Strong verbal and written communication skills in both languages.
• Excellent listening and interpersonal skills.
• Strong critical thinking and problem-solving abilities.
• Comfortable managing multiple types of customer inquiries throughout the day.
• Ability to learn and retain a significant amount of new information.
• Comfortable documenting interactions and working within computer-based systems.
• CRM or other customer database experience is preferred.
• Previous music or entertainment industry experience is a plus, but not required.
• Bachelor's degree is preferred but not required.
• This position involves a comprehensive training program.
• The position requires regular onsite attendance in Nashville, with the flexibility to work remotely two days per week.
• Candidates should be comfortable working in a team-oriented call center environment and handling a variety of customer situations.
• Annual performance bonus if hired before the end of September.
• 401(k) with 100% employer match on the first 4% contributed
• Medical, dental, and vision insurance
• Flexible Spending Accounts
• Short- and long-term disability coverage
• Paid vacation and sick/personal time

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.