Bilingual Customer Service Representative(English/Spanish)

Position Information

Job Title: Customer Service Representative – Spanish Speaking
Reports To: Team Manager / Operations Manager
Location: Remote
Employment Type: Full-Time
Scope: Phone / Email / Chat Support
Target Candidate: Spanish/English-speaking candidates based in the Dominican Republic (DR)

Job Summary

The Customer Service Representative (CSR) serves as a primary point of contact for inquiries, registrations, and general customer support related to youth development programs and associated services.

The successful candidate will be a fluent Spanish speaker with strong English communication skills, capable of providing professional and empathetic support to customers across multiple communication channels. This role requires excellent verbal and written communication, strong attention to detail, sound judgment, and the ability to manage a high volume of customer interactions while maintaining quality and professionalism.

The CSR will support parents, guardians, and participants by providing accurate information, assisting with registrations, resolving concerns, documenting customer interactions, and escalating issues when necessary.

This is a
fully remote position. Candidates must provide their own equipment, maintain a reliable high-speed internet connection, and have a quiet, professional home office environment suitable for handling customer calls.

The ideal candidate is customer-focused, dependable, adaptable, and comfortable working in a fast-paced service environment while consistently meeting productivity, quality, and attendance expectations.

Work Schedule

• Opening Hours: Monday to Sunday
• Standard Hours: 8:00 AM – 5:00 PM
• During Time Zone Changes / Daylight Saving Adjustments: 9:00 AM – 6:00 PM
• Schedule: Five (5) days per week based on operational and scheduling needs
• Weekend Availability: Required
• Work Environment: Fully Remote

Essential Job Functions

#

Function

% of Time

Customer Communication & Support – Provide friendly, professional assistance through inbound and outbound phone calls, email, and chat. Serve as a primary point of contact for customer inquiries and support needs.

30%

Registration & Enrollment Support – Assist customers, parents, and guardians with registrations by explaining program details, gathering required information, and ensuring accurate completion.

25%

Information & Service Guidance – Provide accurate information regarding programs, schedules, policies, and available services to support a positive customer experience.

20%

Issue Resolution & Escalation – Resolve customer concerns efficiently and professionally and escalate complex or unresolved matters to the appropriate department when necessary.

15%

Documentation & System Updates – Accurately document customer interactions, notes, registrations, and updates in CRM systems and internal tools.

10%

Required Qualifications – Knowledge, Skills & Experience

• Minimum 2+ years of customer service, call center, or BPO experience (mandatory).
• Fluent Spanish communication skills, both written and verbal (mandatory).
• Strong English communication skills, both written and verbal.
• Professional and confident telephone presence.
• Experience handling a high volume of customer interactions.
• Strong customer service and interpersonal skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to remain calm, professional, and empathetic when handling difficult or sensitive customer situations.
• High attention to detail and accuracy.
• Proficiency with CRM systems, email platforms, Microsoft Office, Google Workspace, or similar business tools.
• Minimum typing speed of 30 words per minute preferred.
• Ability to learn quickly and adapt to changing procedures, systems, and client requirements.
• Reliable attendance and punctuality.
• Ability and willingness to work five (5) days per week, including weekends, based on operational scheduling needs.
• Ability to work independently in a remote environment while maintaining consistent communication with management and team members.
  

Preferred Qualifications

• Previous experience supporting registrations, enrollment, youth programs, education, healthcare, or other service-based programs.
• Previous experience handling both inbound and outbound calls.
• Previous experience providing bilingual English/Spanish customer support.
• Experience working with U.S.-based customers or clients.
• Experience working in a remote customer support or BPO environment.
• Familiarity with CRM and customer ticketing systems.
• Previous experience in a Dominican Republic or Caribbean BPO environment is an asset.

Hardware Requirements

Candidates must provide their own equipment and meet the following minimum requirements:

• Operating System: Windows 11 or higher
• Processor: Intel Core i5, 8th Generation or higher
• Storage: Minimum 128 GB HDD / SSD preferred
• Audio Equipment: USB noise-cancelling headset
• Additional Monitor: Required

Internet Requirements

• Connection Type: Ethernet connection is mandatory
• Minimum Download Speed: 100 Mbps
• Minimum Upload Speed: 25 Mbps
• Latency: Must remain under 75 ms
• Jitter: Must remain under 20 ms
• Packet Loss: Must remain under 1%
• Loaded Latency: Preferably under 150 ms
• Loaded Jitter: Preferably under 30 ms

Candidates may be required to complete an internet speed test and/or equipment verification as part of the recruitment process.

Work Conditions / Physical Demands / Travel Requirements

This role operates in a fully remote, phone-intensive environment and requires:

• Extended periods of computer and headset use.
• Ability to multitask across multiple systems while communicating with customers.
• A quiet, professional workspace free from excessive background noise and distractions.
• Reliable access to electricity and internet connectivity during scheduled working hours.
• Consistent professionalism and adherence to company and client policies.
• Ability to meet established productivity, quality, customer service, and attendance expectations.
• Ability to work independently while remaining responsive to supervisors and team members.
• Travel is not required.

Important Notes

• This is a full-time position supporting ongoing business and client requirements.
• The successful candidate must be available to work according to the assigned schedule, including weekends where required.
• The role requires fluent Spanish and strong English communication skills.
• Continued employment and scheduling are subject to performance, attendance, business requirements, and client needs.
• Accuracy, professionalism, empathy, reliability, and strong communication skills are critical to success in this role.
• Responsibilities and procedures may evolve based on program requirements, client expectations, or operational changes.

Disclaimer

This job description outlines the general nature and level of work performed and is not an exhaustive list of duties or responsibilities. Duties and responsibilities may be adjusted from time to time to meet business and operational needs.

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