Customer Service Representative, Bilingual Spanish/English

Stafford Communications Group

Bilingual Customer Service Representative assisting consumers with inquiries for global brand in consumer products. Delivering service via phone, email, and chat in Spanish and English.

Posted 6/19/2026full-timeRemote • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Answer incoming phone calls, live chats, and respond to written communication.
Troubleshoot any issues related to the consumer product.
Assist consumers with order inquiries, product information, and shipping updates.
Process refunds and replacements accurately and efficiently.
Make recommendations based on consumer’s needs.
Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
Deliver a high-quality, empathetic customer experience across all channels.
Manage multiple systems and tasks simultaneously in a fast-paced environment.
Continually maintain working knowledge of all company products, services, and promotions.
Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

Requirements

What you’ll need

Fluent in Spanish and English (written and spoken)
Ability to multitask and navigate multiple systems efficiently
Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving
Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations
Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical
Previous customer service experience preferred.
College degree preferred with minimum of 3 years customer service experience.
Strong computer experience working on multiple software programs.
Consultative customer service skills: ability to analyze a customer’s situation and present a solution.
Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment.
Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat).
Must be authorized to work in the US without sponsorship.

Benefits

Comp & perks

Equipment supplied
Shift work between 9:00AM – 5:00PM EST or 10:00AM – 6:00PM EST

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicetroubleshootingorder processingrefund processingquality complaint handlingconsultative problem-solvingattention to detailmultitaskingSpanish fluencyEnglish fluency

Soft Skills

empathycommunicationactive listeningprofessionalismcourtesyorganizational skillscollaborationadaptabilitystress managementwriting skills