Bilingual Customer Service Agent

UniFirst•San Antonio, TX

4d•Onsite

About The Position

This is a full-time position that offers an onsite work environment (3067 East Commerce Street, San Antonio, TX 78220), great work-life balance, & competitive hourly pay. The start date for this position is on July 13th. This role focuses on handling high-volume inbound customer interactions (25–60 calls per day, plus emails) in a fast-paced, dynamic environment. The Agent is responsible for managing accounts, resolving inquiries, and processing transactional requests (refunds, replacements, invoices, and inventory/item adjustments) across 3 different internal systems. This position requires high energy, self-pacing, and the ability to adapt quickly to frequent changes while maintaining strict adherence to standardized procedures (Customer Satisfaction, Adherence/Attendance and QA). The right candidate will be meticulous, friendly, empathetic, detail-oriented, well organized, and able to adapt easily within a dynamic and demanding environment.

Requirements

Proactive & Energetic: Highly active, self-motivated, and thrives in a demanding, repetitive, and high-volume environment.
Adaptable: Comfortable navigating continuous organizational and operational changes.
Multitasker: Able to talk, listen, and accurately type/navigate systems simultaneously.
Empathetic & Clear Communicator: Demonstrates strong empathy with customer situations and possesses clear, professional pronunciation and diction.
Fluent in English and Spanish (written, spoken, and listening comprehension required).
High School Diploma or GED equivalent.
Minimum 2 years’ experience in a demanding Office / Customer Service Environment with all applicable skills in place.
Minimum Keyboard speed of 45 WPM
Mastery of Multi-Line Phones & all types of Office Equipment
Solid working knowledge of MS Outlook / Word / Excel

Responsibilities

Manage a high volume of back-to-back inbound calls and emails from businesses and customers.
Research account details and navigate seamlessly across 3 internal systems.
Process refunds, replacements, invoices, and item adjustments (adding/removing wares, increasing/decreasing quantities).
Open, track, and resolve customer requests, ensuring accurate documentation.
Communicate effectively with internal teams, including field Sales and Service representatives.
Meet key performance metrics, including customer satisfaction surveys, QA interaction scores, adherence, and attendance.