Bilingual Customer Support Representative; Spanish

Position: Bilingual Customer Support Representative (Spanish)

Customer Support Representative - Bilingual (English and Spanish)

Customer support representative role focused on handling incoming emails, chat, and calls for the company's products and services. Bilingual candidates with Mexican and Puerto Rican Spanish dialects are preferred.

Shift

• Full time, 40 hours per week
• Must be able to work between 8am and 6pm, no exceptions
• Required to attend ~4‑week instructor‑led training Monday through Friday in the office
• Hybrid schedule: in office Tuesday, Wednesday, and Thursday after training

Qualifications & Education

• High School Diploma or equivalent
• Bilingual (English and Spanish)
• Prior customer facing role or call centre experience desired
• Customer and team focused
• Excellent verbal and written communication skills
• Able to work in multiple internet‑based systems

Reports to:

Customer Solutions Team Leader

Span of Control:

Individual role with assigned responsibilities

Purpose of the Job

The call centre agent is the first point of contact to address direct and indirect customer inquiries regarding company products and services. The agent ensures all questions are handled professionally and in accordance with company standards.

Job Responsibilities

• Provide quality service to internal and external customers
• Handle incoming customer calls, emails, and web inquiries regarding company products and warranties
• Ensure timely and professional responses
• Enter all relevant information into the company system
• Provide step‑by‑step instructions to customers for website navigation, warranty claims, or product information
• Advise customers on newly available products and programs to promote the brand and drive sales
• Follow up with customers as requested

Metrics

• Call quality score
• Customer feedback
• Information accuracy
• Adherence to schedule
• Attendance

Minimum Qualifications

• High school diploma or equivalent (associate or bachelor’s degree preferred)
• At least one year of work experience in a customer facing environment

Experience

• Building materials experience desirable
• 1‑3 years prior customer service experience
• Prior experience working in a team environment
• Demonstrated ability to work independently

Knowledge, Skills & Abilities

• Strong oral and written communication skills
• Proficient typing skills
• General business acumen
• Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
• Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
• Strong team building, customer service, planning and organizing skills
• High attention to detail with the ability to handle multiple priorities
• Ability to excel in a fast paced and ever‑changing work environment
• Ensures personal accountability
• Quickly learns and adapts to change
• Inquisitive and curious

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