Customer Service Representative (Bilingual) - The Archetype Strategy

Position Summary

We are seeking a friendly, professional, and customer-focused Bilingual Customer Service Representative to assist customers with questions, requests, account issues, and general support. The ideal candidate is fluent in English and Spanish, communicates clearly, and is comfortable working in a fast-paced environment.

The successful candidate must be flexible and available to work weekends as needed, including Saturday and/or Sunday shifts.

Key Responsibilities

• Provide professional and courteous customer service in both English and Spanish.
• Respond to customer inquiries by phone, email, chat, or other communication channels.
• Assist customers with orders, accounts, billing questions, service issues, and general requests.
• Resolve customer concerns efficiently while maintaining a positive customer experience.
• Accurately document customer interactions, requests, and resolutions in company systems.
• Escalate complex issues to the appropriate department or supervisor.
• Follow established customer service policies, procedures, and quality standards.
• Maintain accurate customer information and protect confidential data.
• Follow up with customers when necessary to ensure issues are fully resolved.
• Meet established performance, quality, attendance, and customer satisfaction goals.
• Work collaboratively with other departments to resolve customer issues.
• Maintain a professional and positive attitude when handling challenging situations.

Qualifications

• Fluent in English and Spanish, both written and verbal.
• Previous customer service, call center, retail, hospitality, administrative, or related experience preferred.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and conflict-resolution abilities.
• Comfortable working with computers, email, chat platforms, and customer management systems.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Professional, dependable, and customer-focused attitude.
• Ability to work independently and as part of a team.

Schedule Requirements

• Weekend availability is required or strongly preferred.
• Must be willing to work Saturday and/or Sunday shifts based on business needs.
• Schedule may include evenings, holidays, or other non-standard hours depending on customer service coverage requirements.
• Reliable attendance and punctuality are essential.

Preferred Qualifications

• 1+ year of customer service experience.
• Previous experience in a bilingual customer service or call center environment.
• Experience with CRM, ticketing, or customer support software.
• Experience handling high-volume customer inquiries.
• Experience working with Spanish-speaking customers in a professional setting.

Key Competencies

• Bilingual communication
• Customer service
• Active listening
• Problem solving
• Conflict resolution
• Professionalism
• Patience and empathy
• Attention to detail
• Time management
• Teamwork
• Adaptability

What We Offer

• Competitive compensation
• Opportunities for professional growth
• Training and development
• Supportive team environment
• Opportunities for additional hours based on business needs
• Comprehensive benefits package, if applicable

Equal Opportunity Employer: We are committed to providing equal employment opportunities to all qualified applicants and maintaining a workplace free from discrimination and harassment.