Bilingual Customer Service Representative (English/Spanish)

RTO National•Greenville, SC

4d•Hybrid

About The Position

The Customer Service Representative provides responsive, accurate account support to customers throughout their lease-to-own account lifecycles. This role handles inbound questions by phone, email, and text; completes proactive welcome outreach for new customers; explains payment options, due dates, and contract terms; and supports early-stage collections through professional payment follow-up. High performers combine clear communication, initiative, high standards, teamwork, and a customer-focused approach to resolve routine needs efficiently while building strong working knowledge of company systems, products, contracts, and account processes. Deliver responsive, accurate, and professional customer support through inbound phone calls, email, and text, resolving questions related to account status, payment methods, due dates, and contract terms. Proactively complete outbound welcome calls for new customers, clearly explaining key account information and payment expectations to create a smooth, well-informed onboarding experience. Support early-stage collections for accounts 1-29 days past due through respectful, solution-oriented inbound and outbound contact, obtaining payments and helping maintain delinquency within established company targets. Process customer correspondence, including returned and outbound mail, accurately and promptly to support timely account servicing and follow-up. Develop strong working knowledge of company systems, products, contracts, and the full account lifecycle, applying that knowledge to answer routine questions confidently and serve as a reliable customer service resource. Collaborate closely with the Collections team, demonstrating initiative, strong follow-through, and a customer-first mindset when resolving account questions and supporting past-due account management.

Requirements

High school diploma or GED required.
Professional working proficiency in both English and Spanish required, including the ability to independently conduct customer service, payment, account resolution, and troubleshooting conversations in either language.
Previous customer service or related customer-facing experience required.
Strong verbal and written communication skills, including active listening and the ability to explain account and payment information clearly.
Strong attention to detail and high standards for accuracy, follow-through, and service quality.
Comfort learning and working across phone systems, computers, software applications, and other technology used to support customer accounts.
Demonstrated initiative, teamwork, and customer focus, including the ability to remain professional and helpful while addressing payment-related questions.

Nice To Haves

call center experience preferred.

Responsibilities

Deliver responsive, accurate, and professional customer support through inbound phone calls, email, and text, resolving questions related to account status, payment methods, due dates, and contract terms.
Proactively complete outbound welcome calls for new customers, clearly explaining key account information and payment expectations to create a smooth, well-informed onboarding experience.
Support early-stage collections for accounts 1-29 days past due through respectful, solution-oriented inbound and outbound contact, obtaining payments and helping maintain delinquency within established company targets.
Process customer correspondence, including returned and outbound mail, accurately and promptly to support timely account servicing and follow-up.
Develop strong working knowledge of company systems, products, contracts, and the full account lifecycle, applying that knowledge to answer routine questions confidently and serve as a reliable customer service resource.
Collaborate closely with the Collections team, demonstrating initiative, strong follow-through, and a customer-first mindset when resolving account questions and supporting past-due account management.