Bilingual Customer Service Representative

First Call

22h • Remote

About The Position

We are looking for a Customer Service Representative who is fully bilingual in Spanish and English, both written and spoken. This role requires excellent communication skills, the ability to assist Spanish-speaking customers, and strong attention to detail.
The Bilingual Customer Service Representative (CSR) is responsible for delivering exceptional customer service by collecting and documenting First Notice of Loss (FNOL) details. This role involves responding to customer inquiries with professionalism and empathy, accurately entering information into designated systems, and helping build strong, lasting relationships with our valued customers.
As a CSR, you'll be on the front lines helping customers who have just experienced stressful events, such as storms, accidents, or property damage. You will apply the latest customer service techniques, learn our account management systems, and provide empathetic, accurate, and efficient support to improve the customer experience during challenging moments.
Shift (CST): Includes a 30-minute unpaid break each day
Monday - Friday 11:00 am - 7:00 pm (37.5 hours per week)
Location Requirement: Must reside in an approved state: AL, AR, FL, GA, ID, IA, KS, KY, LA, MS, NE, NC, OK, SC, SD, TN, TX, UT, VA, WI

Requirements

• 18 years or older
• High school diploma or GED
• Must have a personal cell phone
• Excellent communication skills (written and oral)
• Typing speed of 40+ WPM
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows OS
• Reliable, punctual, and able to self-manage
• Ability to multi-task and thrive under pressure
• Must be authorized to work in the U.S. without sponsorship.
• Private, secure internet connection (Ethernet recommended; no public Wi-Fi or VPNs)
• Speed test required upon hire (www.speedtest.net)
• Logins must occur within the U.S.
• Bilingual in Spanish (required)

Nice To Haves

• Highly motivated, energetic, and customer-focused
• Positive, confident, and adaptable in fast-paced environments
• Strong ability to read and interpret documents such as police and accident reports
• Skilled in writing routine correspondence and detailed accident descriptions
• Clear, professional telephone presence with the ability to provide constructive feedback both verbally and in writing

Responsibilities

• Provide positive customer service and technical expertise through prompt, accurate, and courteous responses
• Offer empathy and support to customers during the claim process
• Collect and document all claim details accurately
• Identify and resolve customer issues according to client-specific instructions
• Use call scripting to ensure consistency and efficiency in handling claims
• Remain available for extended hours or additional shifts during peak periods or emergencies
• Adhere to break and lunch schedules to maintain productivity and coverage

Benefits

• Medical: Eligible 1st day of month following hire
• Ancillary Benefits: Eligible 1st day of the month after 60 days (Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA, Telemedicine, Long & Short-Term Disability, SavvyFI College Savings)
• Employee Assistance Program: Eligible 1st day of the month following hire
• 401K: Eligible after 6 months
• PTO: Eligible after 90 days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED