[Hiring] Bilingual Customer Service Representative @Vlbpo llc

Role Description

The Customer Service Representative (CSR) serves as a primary point of contact for inquiries, registrations, and general customer support related to youth development programs and associated services.

• Fluent Spanish speaker with strong English communication skills.
• Provides professional and empathetic support to customers across multiple communication channels.
• Requires excellent verbal and written communication, strong attention to detail, sound judgment.
• Manages a high volume of customer interactions while maintaining quality and professionalism.
• Supports parents, guardians, and participants by providing accurate information, assisting with registrations, resolving concerns, documenting customer interactions, and escalating issues when necessary.
• Fully remote position; candidates must provide their own equipment, maintain a reliable high-speed internet connection, and have a quiet, professional home office environment.
• Customer-focused, dependable, adaptable, and comfortable working in a fast-paced service environment.

Qualifications

• 2+ years of customer service, call center, or BPO experience (mandatory).
• Fluent Spanish communication skills, both written and verbal (mandatory).
• Strong English communication skills, both written and verbal.
• Professional and confident telephone presence.
• Experience handling a high volume of customer interactions.
• Strong customer service and interpersonal skills.
• Excellent problem-solving and critical-thinking abilities.
• Ability to remain calm, professional, and empathetic when handling difficult or sensitive customer situations.
• High attention to detail and accuracy.
• Proficiency with CRM systems, email platforms, Microsoft Office, Google Workspace, or similar business tools.
• Minimum typing speed of 30 words per minute preferred.
• Ability to learn quickly and adapt to changing procedures, systems, and client requirements.
• Reliable attendance and punctuality.
• Ability and willingness to work five (5) days per week, including weekends, based on operational scheduling needs.
• Ability to work independently in a remote environment while maintaining consistent communication with management and team members.

Requirements

• Previous experience supporting registrations, enrollment, youth programs, education, healthcare, or other service-based programs.
• Previous experience handling both inbound and outbound calls.
• Previous experience providing bilingual English/Spanish customer support.
• Experience working with U.S.-based customers or clients.
• Experience working in a remote customer support or BPO environment.
• Familiarity with CRM and customer ticketing systems.
• Previous experience in a Dominican Republic or Caribbean BPO environment is an asset.

Benefits

• Operating System: Windows 11 or higher.
• Processor: Intel Core i5, 8th Generation or higher.
• Storage: Minimum 128 GB HDD / SSD preferred.
• Audio Equipment: USB noise-cancelling headset.
• Additional Monitor: Required.

Work Conditions / Physical Demands / Travel Requirements

• This role operates in a fully remote, phone-intensive environment.
• Extended periods of computer and headset use.
• Ability to multitask across multiple systems while communicating with customers.
• A quiet, professional workspace free from excessive background noise and distractions.
• Reliable access to electricity and internet connectivity during scheduled working hours.
• Consistent professionalism and adherence to company and client policies.
• Ability to meet established productivity, quality, customer service, and attendance expectations.
• Ability to work independently while remaining responsive to supervisors and team members.
• Travel is not required.