Bilingual Sales & Customer Service Representative - Onsite

Teleperformance • Brownsville, TX

3d • Onsite

About The Position

The Bilingual Sales & Customer Service Representative is an onsite role in Brownsville, Texas. The position serves as a primary point of contact for clients, managing inbound and outbound communications and resolving inquiries using web-based tools. It supports customers with a range of needs, including hotel, dining, event, entertainment, reservation, and other service requests, while providing a positive customer experience in a high-velocity, sales-oriented environment.

The representative provides clear information about company products and services, fulfills and confirms reservations within established guidelines, identifies appropriate opportunities to upsell or cross-sell, and escalates complex situations to Team Leaders. The role also involves collaborating with Quality Coaches and Team Leaders to improve performance and processes, supporting peers through coaching and assistance, and following company and departmental policies, ethics guidelines, and confidentiality requirements. Candidates must be bilingual in English and Spanish and able to work flexible schedules based on business needs.

Requirements

• At least two years of directly related experience in an inbound contact center, face-to-face customer service, or a similar customer service role.
• Effective computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Proficiency with basic Windows and MS Office packages.
• Bilingual proficiency in English and Spanish.
• Experience handling customer calls in a 24x7 sales-oriented inbound environment.
• Ability to work flexible schedules based on business needs; schedules may change based on business or customer needs.
• High school diploma or equivalent.
• Must be at least 18 years of age.
• Ability to type at least 25 words per minute.
• Outstanding communication, listening, and analytical skills.
• Strong organizational and problem-solving skills; ability to prioritize tasks and work well under pressure while remaining focused.
• Ability to collaborate effectively with team members, supervisors, and support departments.
• Ability to follow established procedures, respond constructively to feedback and evolving policies, and work within a structured schedule with varied shifts.
• Critical thinking and a proactive, solution-oriented approach to creating a positive customer experience.

Nice To Haves

• Knowledge of property management, reservation, and player-tracking systems such as Windsurfer, SHR, HotSOS, SevenRooms, LMS, or CMP.
• Experience handling reservations or working in the casino or hospitality industry.
• College degree preferred but not required.

Responsibilities

• Answer inbound telephone calls, chats, emails, and reviews in a skills-based environment, handling matters ranging from call transfers and work-order requests to complex hotel, dining, event, and entertainment reservations.
• Respond to inbound customer and partner digital inquiries using methods and verbiage defined by management.
• Answer internal and external operator calls.
• Explain company products and services clearly while leading the interaction and listening to the customer.
• Ensure customer reservation and service requests are met and confirmed according to management guidelines.
• Identify appropriate upsell opportunities and attempt to cross-sell when a specific request cannot be met.
• Present a positive view of the company and its properties when interacting with customers and employees.
• Escalate difficult and complex situations to Team Leaders.
• Work with Quality Coaches and Team Leaders to evaluate individual performance and improve where needed.
• Share observations from customer interactions and suggest improvements to processes, products, or services.
• Support company culture and team philosophy throughout the property.
• Comply with departmental and company policies, including business ethics guidelines.
• Maintain confidentiality of company trade secrets and proprietary information, including business processes, customer information, and marketing plans.
• Participate in one-on-one peer coaching and assist the call center team by answering questions on the floor.
• Demonstrate behaviors that reinforce the company mission and values.
• Follow company regulations and Seminole Tribe of Florida departmental policies and procedures.

Benefits

• Eligible team members may receive medical, vision, and dental benefits.
• Employment Assistance Programs and health and personal time off (HPT), as eligible.
• Leave programs, as eligible.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible Spending Account (FSA) plans.
• Retailer discounts.

What This Job Offers

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