Customer Service - Bilingual - Portuguese

Sutherland•Louisville, KY

6d•Remote

About The Position

This role is for you if you are fluent in Portuguese and English; enjoy connecting with and assisting others; you are energized by the opportunity to turn someone’s day around; are patient and empathetic, engaging and upbeat; are an outstanding team player who rises to a challenge, displays resourcefulness, adaptability, and flexibility; and are comfortable working in a fast-paced environment.

Requirements

High school diploma or equivalent
Must be Bilingual in Portuguese & English
Ability to type 35+ words per minute
Minimum of one year of customer service experience
Strong written communication skills
Excellent Internet connectivity: Internet access speeds of at least 5 Mbps upload and 30 Mbps download – the faster the better!
In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
A quiet and distraction-free, secure place to work.
Must live and work in the US at all times during employment.

Responsibilities

Respond to customer inquiries via phone and email, in a professional and timely manner.
Assist users with account management, contest participation, and technical troubleshooting.
Provide clear and accurate explanations of fantasy sports rules, scoring systems, and gameplay mechanics.
Resolve customer issues such as login problems, transaction disputes, or lineup errors with empathy and efficiency.
Escalate complex or unresolved issues to the appropriate department or supervisor when necessary.
Maintain up-to-date knowledge of current sports seasons, fantasy contests, and promotional offerings.
Accurately document customer interactions and resolutions in the CRM system.
Adhere to call center performance metrics, including handle time, quality assurance standards, and customer satisfaction goals.
Contribute to team success by sharing insights, identifying process improvements, and supporting peers.