Bilingual Sales & Customer Service Representative - Onsite

Teleperformance • Brownsville, TX

2d • Onsite

About The Position

This is an on-site customer service and sales position in Brownsville, Texas. The representative serves as a primary contact for customers and partners, handling inbound and outbound communications through telephone, chat, email, and reviews. Using web-based tools, the representative resolves inquiries and supports reservations and other services while delivering a positive customer experience in a fast-paced, sales-oriented environment. The work may include call transfers, work-order requests, and complex hotel, dining, event, and entertainment reservations.

The role requires bilingual English and Spanish communication, strong customer service and computer skills, and flexibility to work schedules that may change based on business and customer needs. Representatives work with Team Leaders and Quality Coaches, contribute observations and suggestions for improvement, and support colleagues on the call center floor. The position also requires following company and departmental policies and maintaining confidentiality of proprietary information.

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.
• Bilingual in English and Spanish.
• Experience handling customer calls in a 24x7 sales-oriented inbound environment.
• Effective computer skills beyond basic keyboarding and an understanding of telephone etiquette.
• Proficiency with basic Windows and Microsoft Office packages.
• Ability to work flexible schedules based on business needs; schedules may change based on business or customer needs.
• High school diploma or equivalent.
• At least 18 years of age.
• Ability to type at least 25 words per minute.
• Commitment to established procedures and customer service.
• Ability to collaborate effectively with team members, supervisors, and support departments.
• Strong communication, listening, analytical, organizational, and problem-solving skills.
• Ability to prioritize tasks and work under pressure while remaining focused.
• Openness to feedback, evolving policies, and a structured schedule that includes a variety of shifts.
• Strong critical-thinking skills and a proactive, solution-oriented approach to customer issues.

Nice To Haves

• Knowledge of property management, reservations, 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.

Responsibilities

• Respond to customer questions, issues, and concerns through inbound telephone calls, chat, email, and reviews.
• Handle customer and partner digital inquiries using methods and language defined by management.
• Answer internal and external operator calls.
• Explain company products and services clearly while leading conversations and listening to customer needs.
• Fulfill and confirm reservation and other service requests within management-established guidelines.
• Identify appropriate upselling opportunities and attempt cross-selling when a specific customer request cannot be met.
• Represent the company and its properties positively when interacting with customers and coworkers.
• Escalate difficult and complex situations to Team Leaders.
• Work with Quality Coaches and Team Leaders to assess and improve individual performance.
• Share observations from customer interactions and suggest improvements to processes, products, or services.
• Support the company culture and team philosophy and comply with departmental and company policies, including business ethics guidelines.
• Maintain the confidentiality of trade secrets, proprietary information, customer information, business processes, and marketing plans.
• Participate in one-on-one peer coaching and assist the team on the call center floor by answering questions.
• Demonstrate conduct and behaviors consistent with the company mission and values and applicable departmental policies and procedures.

Benefits

• Eligible team members may receive medical, vision, and dental benefits.
• Mental health and well-being resources, including Employment Assistance Programs.
• Health and personal time off and leave programs, subject to eligibility.
• Competitive 401(k) plans.
• Life insurance and supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible Spending Account plans.
• Retailer discounts.

What This Job Offers

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