Customer Service Representative

Job Type: Full-Time

About the Role

We are hiring remote, bilingual (English/Spanish) Customer Service Agents for a worldwide car rental brand, supporting international customers to ensure they receive affordable, high-value vehicle rental services.

You as CSA will handle inquiries, pickup instructions, booking changes, deposits, and refunds while coordinating with our rental locations, affiliates, and partners. We are looking for clear communicators and practical problem-solvers who document information thoroughly, troubleshoot on the fly, and know exactly when to elevate complex issues to keep our customers moving.

Key Responsibilities:

• Handle inbound calls and approved outbound follow-ups.
• Respond to Whats App messages and Zoho Desk tickets.
• Provide reservation, pickup, and location information.
• Process reservation changes, extensions, deposits, cancellations, and refunds.
• Communicate with rental locations, affiliates, and booking partners.
• Document cases accurately, including escalation and follow-up.

Language Requirements

• English and Spanish:
  Strong spoken and written proficiency required.
• Please state your proficiency level in both languages when applying (C1 evel required).
• Communicate clearly, professionally, and empathetically.
• Take ownership of the next step and document it.
• Review existing case history before asking customers to repeat information.
• Protect customer information and use approved systems.

This position is available across the full week, including weekends, holidays, and overnight support. We offer two different schedules based on US Central Time:

• Monday to Friday:
  * Morning 7AM - 3PM /
  * Evening 3PM - 11PM /
  * Overnight 11PM - 7AM.
• Weekend and holidays:
  * Morning 7AM - 3PM /
  * Evening 3PM - 11PM /
  * Overnight 11PM - 7AM.
• Equipment:
  Midpoint Media will provide a suitable computer and headset. You need a quiet, professional workspace.
• Connectivity:
  Reliable high-speed internet, backup connectivity, and backup power.
• Security:
  Adherence to strict individual user access and secure customer information handling.

Training

Phased training with progression based on readiness: business orientation, systems training (calls, Zoho, Whats App, reservation tools, automation handoffs), customer-service practice, and supervised production before independent handling.