Bilingual Client Services Representative (English/Spanish)

About the role

The Client Services Representative is a key member of our customer‑experience team, handling both inbound and outbound communications with professionalism and speed. This bilingual position (English/Spanish) focuses on delivering exceptional support, resolving issues, and promoting program benefits to our clients.

Key responsibilities

• Answer, screen, and transfer inbound calls while maintaining a courteous tone.
• Initiate outbound calls to provide updates and resell program benefits.
• Respond to client emails and chats through the internal database.
• Follow call‑center scripts and use persuasive techniques to address financial‑distress objections.
• Update and maintain accurate records in the CRM system.
• Assist client advocates with enrollment and program modifications (drafts, billing, retention).
• Direct callers to appropriate departments when needed.
• Meet individual and team call‑handling quotas.

Required profile

• Excellent verbal and written communication in English and Spanish.
• Strong problem‑solving abilities and attention to detail.
• Ability to work efficiently with minimal supervision.
• Prior experience in a customer‑service or call‑center environment.
• High school diploma or equivalent.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using G Suite tools.
• Familiarity with CRM systems for data entry and tracking.