Bilingual Customer Care Specialist I

Job Summary

The Bilingual Customer Care Specialist I is the first point of contact for our customers and is responsible for delivering exceptional customer service. This entry-level role supports customers by processing orders and quotes, responding to inquiries, resolving basic issues, and providing timely, accurate information. Communication is primarily handled through email in addition to daily phone support.

Essential Functions, Duties, and Responsibilities

Customer Support

• Respond to customer inquiries through phone, email, and other approved communication channels
• Provide information regarding products, services, orders, and company policies

Issue Resolution

• Resolve customer questions and routine service-related issues
• Escalate complex issues to appropriate personnel when necessary

Order and Quote Processing

• Process customer orders and quotes, including order entry, modifications, cancellations, and confirmations
• Monitor order status and provide updates to customers
• Process order adjustments and maintain accurate order records

Product and Policy Support

• Provide customers with product, service, and policy information
• Assist customers in identifying appropriate solutions to meet their needs

Documentation

• Record customer interactions, inquiries, orders, and issue resolutions in the ERP system
• Maintain customer records and supporting documentation as required

Cross-Functional Collaboration

• Coordinate with Customer Care team members and other departments to support customer needs and resolve issues

Customer Relationship Management

• Maintain positive customer relationships through responsive service
• Support customer retention and satisfaction initiatives

Qualifications

Education and Experience Requirements

• High school diploma or equivalent required
• Additional education is a plus but not required
• 0 - 2 years of customer service experience
• Previous experience in retail, hospitality, or other customer-facing roles is a plus but not mandatory
• Bilingual proficiency in English and Spanish or English and French, with strong verbal and written communication skills required

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills, with the ability to clearly explain information to customers in English and Spanish or English and French
• Ability to provide clear, professional, and timely responses to customer inquiries
• A positive attitude and a commitment to providing excellent customer service
• Ability to build positive relationships with customers and respond professionally to their needs
• Ability to accurately enter and maintain customer, order, and quote information
• Ensures customer communications and documentation are complete and accurate
• Ability to resolve routine customer questions and issues
• Recognizes when to escalate more complex issues to appropriate team members
• Ability to prioritize tasks and manage multiple customer requests effectively
• Meets deadlines while maintaining quality and accuracy
• Basic proficiency with Microsoft applications, including Outlook, Excel, and Word
• Ability to learn and use ERP systems, customer service platforms, and other company software
• Ability to work effectively in a team dynamic and support team goals
• Willingness to learn from others and contribute to a positive work environment
• Open to feedback and committed to continuous development and improvement