Customer Service Representative - Spanish/English Bilingual - Remote

Customer Contact Services (CCS) is a growing and dynamic contact center dedicated to delivering exceptional telephone answering and customer support services. We take pride in creating a positive, team-oriented workplace where employees are supported, valued, and encouraged to grow. If you are looking for an opportunity to join a company that values collaboration, professionalism, and strong customer service, we would love to hear from you.

We are actively seeking Spanish/English Bilingual candidates for this role.

In this role, you will support our automotive division, CTI, which partners with dealerships across the country to improve performance, streamline operations, and increase profitability. Through advanced telecommunications technology, complete inbound call coverage, and targeted outbound campaigns, CTI helps dealerships strengthen customer engagement, optimize appointment scheduling, and drive measurable business results. As a bilingual agent, you'll help CTI serve Spanish-speaking customers with the same high level of service, ensuring no caller is left without support.

*Automotive experience is not required for this role.

Employees are required to access the CCS work environment using their personal computers during the initial 90 to 180 days of their employment.

Responsibilities:

• Answer incoming calls in a timely manner, in both English and Spanish
• Identify caller's needs for call resolution
• Provide customers with product information and automotive services
• Set service appointments for automotive dealerships
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving services
• Adhering to company scripts and procedures to ensure consistency
• Accurately process online reservations
• Accurately document call information and interactions
• Identify and escalate issues to supervisors
• Maintain Quality Assurance standards
• Ongoing training for all CCS client programs and accounts
• Deliver exceptional customer service to all callers
• Other Duties as assigned

• Bilingual fluency in Spanish and English required (verbal and written)
• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction
• Excellent written communication and documentation skills in both English and Spanish
• Strong verbal communication skills, including a thorough understanding of the content and structure of both the English and Spanish languages, including word meanings, spelling, and grammatical rules
• Strong problem-solving skills and attention to detail

• Monday – Friday and every other Saturday
  • 8:00am – 4:30pm
  • 9:30am – 6:00pm
  • 11:00am – 7:30pm
  • 12:30am – 9:00pm

• Keyboard - F1 - F12 keys, Page Up/Page Down
• Two monitors
• Webcam
• Ability to connect to internet via an ethernet cord (WIFI not permitted)
• Wired USB Headset
• Windows 10 or Windows 11
• 8 gigs of RAM or more (Installed Physical Memory)
• Intel i3 or AMD Ryzen 3 CPU or better.

• A fun, fast-paced, and supportive work environment.
• Opportunities for professional growth and advancement.
• Comprehensive training to enhance your skills.
• The chance to make a direct impact through exceptional service.
• Work remotely

• Bonus opportunities for performance and outbound projects
• Work from home
• Medical insurance
• Dental and Vision insurance
• 401k
• Paid time off
• Life insurance
• Holiday incentive pay
• Employee events and activities
• Advancement opportunities 

Training will be 8:00am – 4:30pm, starting September 21st.