English Sales & Customer Service Representative - Onsite

Teleperformance • Brownsville, TX

15d • Onsite

About The Position

The Sales & Customer Service Representative is an onsite role in Brownsville, Texas. The representative is a primary point of contact for clients, handling inbound and outbound communications and resolving inquiries using web-based tools to provide a positive customer experience in a high-velocity environment. The role involves responding to calls and digital inquiries, supporting reservations and other customer requests, and identifying appropriate sales opportunities. Representatives work with team leaders and quality coaches to improve performance and processes, support colleagues, and comply with company policies and confidentiality requirements. Schedules must be flexible and may change according to business and customer needs.

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.
• Effective computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Sales experience.
• Proficiency with basic Windows and Microsoft Office packages.
• Bilingual proficiency in English and Spanish.
• Experience handling customer calls in a 24/7, sales-oriented inbound environment.
• Ability to work flexible schedules that may change based on business and customer needs.
• High school diploma or equivalent.
• At least 18 years of age.
• Ability to type at least 25 words per minute.
• Ability to follow established procedures and remain customer-service focused.
• Ability to collaborate with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• 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 with varied shifts.
• Strong critical thinking and proactive, solution-oriented customer service skills.

Nice To Haves

• Experience handling reservations or working in the casino or hospitality industry.
• College degree.

Responsibilities

• Find effective ways to respond to customer questions, issues, and concerns.
• Answer inbound calls, chats, emails, reviews, and operator calls in a skills-based environment, handling matters ranging from transfers and work-order requests to hotel, dining, event, and entertainment reservations.
• Respond to customer and partner digital inquiries using methods and language defined by management.
• Explain company products and services clearly while leading conversations and listening to customers.
• Meet and confirm reservation and service requests according to management guidelines.
• Identify appropriate upselling opportunities and attempt to cross-sell when a specific request cannot be fulfilled.
• Present a positive view of the company and its properties when interacting with customers and employees.
• Escalate difficult and complex situations to team leaders.
• Work with quality coaches and team leaders to evaluate and improve individual performance.
• Share observations from customer interactions and suggest improvements to processes, products, or services.
• Support company culture and team philosophy throughout the property.
• Comply with departmental and company policies, including business ethics guidelines.
• Protect confidential company trade secrets and proprietary information, including business processes, customer information, and marketing plans.
• Participate in one-on-one peer coaching and support the call-center team by answering colleagues' questions.
• Demonstrate behaviors that reinforce the company's mission and values.

Benefits

• Eligible team members may receive medical, vision, and dental benefits.
• 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