Customer Service Representative (Bilingual) Job in Pittsburgh, PA

Customer Service Representative (English & Bilingual English/Spanish) – Contract to Hire

Our client in Pittsburgh is seeking English speaking and bilingual (Spanish) Customer Service Representatives for a contract to hire opportunity. Candidates must reside within a 2 hour radius of Pittsburgh and be available to attend an in-person, Day 1 training and equipment pickup in Cranberry Township on September 15. After Day 1, the role is fully remote.

Location:

Remote after Day 1 (Training onsite Cranberry)

Residency Requirement:
Must reside within 2 hours of Pittsburgh

Pay:

• English-speaking: $16/hour
• Bilingual Spanish: $18/hour

Training &

Schedule:

• Training:
Monday–Friday, 8:15 AM–4:45 PM (first ~3 weeks)

• Permanent Shift: Between 9:30 AM–6:00 PM, Monday–Friday

Job Responsibilities:

This role supports community-based assistance programs by handling customer inquiries, completing applications, and guiding individuals through program processes. Representatives must demonstrate professionalism, empathy, and strong communication skills.

Core Duties:

• Clock in/out daily using provided timekeeping systems.
• Maintain regular attendance and adhere to all program policies and procedures.
• Understand and navigate call center phone and computer systems effectively.
• Complete customer applications over the phone and determine eligibility for relevant programs.
• Follow established workflow processes using program software systems.
• Handle customer questions, resolve issues, and provide information about program participation.
• Manage challenging or emotional conversations using de escalation techniques.
• Access and update customer accounts within the client's internal systems.
• Provide guidance on application steps for energy assistance programs (e.g., state run LIHEAP).
• Support recertification for ongoing customer assistance programs.
• Review and verify income documentation and other required materials.
• Assist with additional utility assistance programs as business needs arise.
• Utilize knowledge bases and internal procedures to complete daily tasks accurately.
• Review and acknowledge metrics, QA notes, and coaching feedback promptly.
• Regularly check email, chat tools (e.g., Teams), and internal communications.
• Meet monthly performance metrics and expectations for Contact Center Specialists.