Bilingual Customer Service Representative (English/Spanish)
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.
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; call center experience preferred.
- 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.
Benefits
- Competitive Pay
- Monthly Bonus Potential
- Hybrid Scheduling Potential
- An Engaged Leadership Team
- Hands-On Training
- Paid time off
- company-paid holidays
- one floating holiday
- Employee Assistance Program
- Medical, Dental, Vision, Disability, and Employer Provided Life Insurance
- Health Savings Account Eligibility
- 401(k) Plan with a Safe Harbor Employer Match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
