Bilingual Customer Support & Operations Specialist

Department: Customer Service

Industry: Direct Selling/Consumer Products

Salary Range: $45,000–$47,000 annually

Employment Type: Full-Time, Direct Hire

Schedule: Monday–Thursday, 7:45 a.m.–4:30 p.m.;
Friday, 7:45 a.m.–3:00 p.m.; periodic support on Saturdays (1-2 hours max)

Language Requirement: Bilingual English/Spanish required

Work Arrangement: Remote position; local candidates are preferred to support participation in an onsite check-processing rotation

The Bilingual Customer Support & Operations Specialist provides administrative, operational, and customer service support to independent consultants throughout the order and account lifecycle.

• Provide bilingual support to independent consultants regarding orders, applications, refunds, incentives, commissions, shipments, and account-related issues.
• Respond to a high volume of email and Zendesk inquiries, with a significant portion of correspondence conducted in Spanish.
• Make outbound calls to consultants when additional information or clarification is needed to resolve an application, order, or account issue.
• Research and resolve escalated customer service issues, using available systems and resources to identify the appropriate resolution.
• Communicate clearly and professionally with consultants and internal teams, providing timely updates and follow-up.
• Escalate complex or system-related issues to the appropriate internal department when necessary.

• Process and maintain orders using established procedures, including manual order adjustments and updates.
• Process refunds, commission adjustments, incentives, and other consultant-related transactions accurately and within established timelines.
• Review transactions and account information to identify discrepancies and take appropriate corrective action.
• Maintain accurate records and documentation related to transactions and issue resolution.
• Follow established policies, procedures, and controls to ensure accuracy and consistency.

• Process and maintain consultant applications and related account information.
• Research applications that are held or delayed and determine the appropriate action needed to move them through the process.
• Maintain application and account information within the designated database systems.
• Respond to consultant inquiries regarding application status and requirements.
• Conduct follow-up activities to ensure outstanding application or account issues are resolved promptly.

• Investigate shipment issues, including lost packages, packages reported as not received, and other delivery concerns.
• Coordinate investigations with the appropriate shipping and internal teams to determine shipment status and next steps.
• Maintain accurate tracking information and investigation records in shared Excel files.
• Update and maintain team-accessible records in SharePoint to ensure visibility and appropriate follow-up.

• Use business systems and databases to process transactions, research issues, and maintain accurate consultant information.
• Utilize systems such as Prowess, Zendesk, Commerce Manager, SharePoint, and Microsoft Excel to complete daily responsibilities.
• Participate in testing new systems, programs, and system enhancements by performing real-world scenarios and identifying potential issues before implementation.
• Document and report system issues or unexpected results to Information Technology and appropriate internal teams.
• Support process improvements by identifying recurring issues, inefficiencies, or opportunities to improve the consultant experience.

• Collaborate with Customer Service, IT,…