Bilingual CSR

Customer Service Representative - Spanish Bilingual

As a Customer Service Representative, you'll be the first point of contact for our customers, resolving questions across phone and ticketing channels with care and accuracy. You'll work in an environment where AI-assisted tools increasingly support how we triage, research, and respond, and your frontline insight will help shape how those tools improve the customer experience. We're looking for a bilingual communicator who takes pride in thorough work and genuinely enjoys helping people.

This is a 5-day onsite role in Pittsburgh, PA.

Responsibilities:

• Provide ticketing and call support across all brands, in both English and Spanish.
• Handle a high daily volume of phone calls and emails, prioritizing across channels to meet response and resolution targets.
• Document every customer interaction thoroughly in the ticketing system, maintaining clear and accurate notes.
• Investigate customer issues end-to-end, researching account and transaction details to resolve inquiries in a single interaction where possible.
• Collaborate with teammates over Slack, phone, and email to share information, escalate complex cases, and support ongoing training.

Impact Statement:
For more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days:

• Independently handle the standard daily call and ticket volume while maintaining a personal CSAT score of 90% or higher.
• Achieve a One-Touch Resolution rate of at least 75% on owned inquiries by the end of the period.
• Meet team reply and response-time targets across both phone and email channels for two consecutive months.

Qualifications:

• Customer service experience, with a demonstrated track record of delivering excellent support.
• Full professional proficiency in both English and Spanish (required).
• Ability to manage and prioritize a high volume of concurrent phone calls and emails.
• Strong attention to detail, with disciplined note-taking and investigation practices.
• Experience with ticketing system software (Zendesk a plus, not required).
• Availability to work outside normal business hours and weekends, with the understanding that PTO is blacked out during the peak holiday season.