Customer Service Representative (Bilingual English/Spanish)

About the role

The Customer Service Representative will provide friendly, professional, and responsive support to participants, members, and partners of a Social Care Network meal program. This bilingual role (English/Spanish) assists individuals with information, enrollment, eligibility, scheduling, deliveries, and program policies.

Key responsibilities

• Respond to inquiries via phone, email, and other channels promptly and professionally.
• Assist participants with questions about meal services, enrollment, eligibility, scheduling, deliveries, and program policies.
• Provide bilingual support in English and Spanish, ensuring clear communication.
• Document interactions, requests, and resolutions accurately in the designated systems.
• Coordinate with internal teams, meal providers, delivery partners, and community organizations to meet customer needs.
• Escalate complex issues appropriately and follow through to resolution.
• Maintain confidentiality and handle customer information with discretion.
• Educate participants about available services and resources within the program.

Required profile

• High school diploma or equivalent (preferred).
• Previous experience in customer service, call center, healthcare, social services, or related fields (preferred).
• Fluent verbal and written English and Spanish.
• Strong communication, listening, problem‑solving, and conflict‑resolution abilities.
• Comfortable working with diverse populations and individuals with varying needs.
• Attention to detail, organizational skills, and ability to work independently and collaboratively.
• Availability Monday‑Friday, 9:00 AM‑5:00 PM EST.

Required skills

• Computer usage
• Email
• Customer management / data‑entry systems