Customer Care Representative Bilingual

Position Overview

Candidates must be able to work a 9‑hour shift, with a one‑hour lunch break. Weekends and holidays are required. Candidates with prior retail customer service experience are welcomed. Competitive compensation and internal growth opportunities are available.

• Address escalated customer inquiries in a timely manner.
• Determine the cause of the customer’s concerns; explain the best solution for the customer’s concern; expedite correction or adjustment and follow up to ensure resolution.
• Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
• Educate customers by answering product and service questions and suggesting information about other products and services.
• Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
• Maintain a comprehensive knowledge of PLS products and services.
• Maintain a polite and professional telephone manner.
• Meet Quality Assurance requirements and other key performance metrics.
• Other duties as assigned by management.

• Previous Contact Center experience is a plus.
• Minimum of one or more years of customer service experience.
• High school diploma or equivalent.
• The ability to communicate clearly and effectively in Spanish is a plus.
• Customer service‑oriented with the ability to handle difficult situations.
• Excellent customer service and organizational skills.
• Experience working in a fast‑paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner.
• Strong skills to analyze, prioritize, and/or establish a resolution for customer inquiries.
• Computer literacy in Microsoft Windows operating system and Microsoft Office.
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives.
• Ability to complete efficient data entry.
• Ability to establish and maintain effective working relationships with peers, customers, and management.
• Ability to readily accept and adapt to changes in work environment, priorities and regulations.
• Ability to work both independently and as a team member.
• Excellent written and oral communication skills.

• Must be able to sit and/or stand for long periods of time.
• Ability to lift 15 lbs.

Benefits for eligible employees include medical, dental and vision coverage, 401(k), vacation, opportunities for advancement and ongoing training.

We strive to demonstrate our Core Values in all positions at PLS:
Communication, Customer Focus, Integrity and Trust, Teamwork, Results.

PLS Financial Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status or any other characteristic protected by law. PLS Financial Services is a drug‑free workplace. PLS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify your Recruiter or a member of our Human Resources team to make arrangements.

The decision on granting reasonable accommodation will be made on a case‑by‑case basis.

For jobs located in the City of Los Angeles, consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance, qualified applicants with criminal histories will be considered for employment.