English Sales & Customer Service Representative - Onsite

Teleperformance•Brownsville, TX

14d•Onsite

About The Position

This onsite position in Brownsville, Texas, serves as a primary point of contact for customers and clients, handling inbound and outbound communications with professional excellence. The representative uses web-based tools to resolve inquiries and provide a positive customer experience in a high-velocity environment. The role handles customer and partner questions through telephone, chat, email, and reviews. The work includes call transfers, work-order requests, and complex hotel, dining, event, and entertainment reservations. Representatives explain company products and services, fulfill and confirm requests according to management guidelines, identify appropriate opportunities to upsell or cross-sell, and escalate difficult situations to Team Leaders. Representatives work with Quality Coaches and Team Leaders to assess and improve performance, share customer observations and process-improvement suggestions, support colleagues through peer coaching, and uphold company culture, policies, ethics, and confidentiality requirements. The position requires bilingual English and Spanish proficiency, a flexible schedule based on business needs, and strong customer service, communication, organizational, and problem-solving skills.

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 proficiency in English and Spanish.
Effective computer skills beyond basic keyboarding and understanding of telephone etiquette.
Sales experience.
Proficiency with basic Windows and Microsoft Office packages.
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.
Strong communication, listening, and analytical skills.
Strong organizational and problem-solving skills.
Ability to prioritize tasks and work under pressure while remaining focused.
Ability to collaborate effectively with team members, supervisors, and support departments.
Ability to respond constructively to feedback and evolving policies and work within a structured schedule with a variety of shifts.
Critical-thinking skills for quickly analyzing customer issues and making informed decisions.
Proactive, solution-oriented approach focused on creating a positive customer experience.

Nice To Haves

Experience handling reservations or working in the casino or hospitality industry.
College degree; preferred but not required.

Responsibilities

Respond to inbound telephone calls, chat, email, reviews, and digital inquiries from customers and partners using methods and language defined by management.
Answer internal and external operator calls.
Handle transactions ranging from call transfers and in-room work-order requests to hotel, dining, event, and entertainment reservations.
Explain company products and services clearly while leading calls and listening to customers.
Fulfill and confirm customer reservation and service requests within management guidelines.
Identify appropriate upsell opportunities and attempt to cross-sell when a specific request cannot be met.
Represent the company and its properties positively 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 and 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 colleagues on the call center floor by answering questions.
Demonstrate behaviors that reinforce the company mission and values.