[Hiring] Bilingual Customer Care Specialist @Uniform Advantage (UA Brands)

Role Description

Are you an experienced bilingual customer service professional who takes pride in delivering exceptional customer experiences? Do you enjoy solving complex problems, taking ownership of customer needs, and consistently exceeding expectations? UA Brands is looking for talented, motivated, and customer-focused professionals to join our growing international Customer Care team. This is more than a traditional customer service position. We're looking for individuals who demonstrate strong judgment, exceptional communication skills, attention to detail, and a genuine commitment to providing outstanding service. As a Bilingual Customer Care Specialist, you'll support customers across the United States through phone, email, and chat while representing brands trusted by healthcare and culinary professionals. If you're passionate about helping others, thrive in a performance-driven environment, and are looking for a company where your contributions are recognized, we'd love to hear from you!

What You’ll Do

• Deliver Exceptional Customer Experiences
  • Provide professional, personalized, and empathetic customer support through inbound phone calls, emails, and live chats in English and Spanish.
  • Actively listen to customers, identify their needs, and deliver accurate, effective, and timely solutions.
  • Build customer confidence through clear communication, accountability, and a genuine commitment to service excellence.
• Take Ownership and Solve Problems
  • Take end-to-end ownership of customer inquiries, ensuring appropriate resolution and follow-up.
  • Independently research and resolve customer concerns involving order placement, modifications, shipping, billing, refunds, returns, and product information.
  • Exercise sound judgment when balancing customer satisfaction with company policies and business objectives.
  • Identify opportunities to prevent repeat contacts and improve the overall customer experience.
• Maintain High-Performance Standards
  • Consistently meet established quality, productivity, accuracy, and customer service expectations.
  • Effectively manage multiple systems and customer interactions while maintaining attention to detail.
  • Maintain accurate and complete documentation of customer interactions.
  • Handle sensitive customer and payment information responsibly, following company security and confidentiality standards.
  • Demonstrate reliability, accountability, and adherence to assigned schedules.
• Collaborate and Continuously Improve
  • Work collaboratively with team members, supervisors, and internal departments to resolve customer concerns.
  • Demonstrate openness to feedback, coaching, and continuous professional development.
  • Adapt quickly to new processes, technologies, and business priorities.
  • Support special projects and cross-functional initiatives as business needs require.

Qualifications

• Exceptional bilingual communication: Excellent verbal and written communication skills in English and Spanish.
• Customer-first mindset: A genuine desire to understand customer needs, provide meaningful solutions, and create positive experiences.
• Strong problem-solving skills: The ability to research, analyze, and resolve complex situations with minimal supervision.
• Ownership and accountability: A commitment to following through on customer needs and delivering accurate, timely resolutions.
• Emotional intelligence: The ability to remain calm, empathetic, and professional when handling challenging conversations.
• Attention to detail: Strong accuracy when processing orders, handling customer information, and documenting interactions.
• Adaptability: Confidence navigating multiple systems, changing priorities, and different customer communication channels.
• Results-oriented mindset: Motivation to achieve performance goals while maintaining exceptional service quality.
• Teamwork: A collaborative attitude and willingness to support colleagues and contribute to team success.
• Self-management: The discipline, organization, and reliability needed to succeed in a fully remote environment.

Requirements

• Bilingual (English & Spanish) is required for this position.
• Advanced English proficiency (C1 or C2) with excellent verbal and written communication skills.
• Advanced or native-level Spanish proficiency (C2 or equivalent).
• Flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs.
• Prior experience working in a remote environment.
• Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.
• Minimum Internet Speed: 100 Mbps upload/download.
• Minimum 2 years of customer service experience in a contact center environment, preferably supporting US-based customers.
• Experience handling customer interactions through phone, email, and/or live chat.
• Minimum typing speed of 40 words per minute (WPM) with strong accuracy.
• Experience supporting US retail, e-commerce, or consumer-facing businesses is strongly preferred.
• Strong computer proficiency and the ability to navigate multiple applications simultaneously.
• Strong organizational, time-management, and multitasking skills.

Benefits

• Competitive salary.
• Quality assurance incentive programs recognizing service excellence.
• Perfect attendance incentives reward reliability and commitment.
• Employee recognition programs celebrating outstanding contributions.
• Career advancement and internal promotion opportunities.
• Ongoing coaching, training, and professional development.
• Opportunities to develop skills across customer care, quality assurance, training, and leadership functions.
• 100% work-from-home opportunity.
• No daily commute or associated transportation expenses.
• Company-provided computer equipment.
• Established work schedules aligned with business requirements.
• Statutory benefits in accordance with Costa Rican labor law.
• Employee discounts on company merchandise.
• Employee referral bonus opportunities.
• Overtime opportunities based on operational needs.
• Team engagement activities, recognition events, and employee celebrations.
• Collaborative and supportive international team environment.
• Private Medical Insurance.
• Employee Assistance Program.