Bilingual Customer Service Agent (English / Spanish)

We are seeking a **Bilingual Customer Service Agent** fluent in English and Spanish to support customer interactions across calls and messaging channels. This role is ideal for someone who is customer-focused, detail-oriented, and comfortable handling technical inquiries related to automotive products. You’ll play a key role in delivering accurate support, resolving issues efficiently, and ensuring a positive customer experience. ### Responsibilities ### Customer Support * Handle inbound and outbound customer calls and messages in **English and Spanish** * Provide accurate information related to automotive products and services * Assist customers with A/C system questions, troubleshooting, parts inquiries, and basic order management ### CRM & Communication * Use **Re:amaze CRM** to manage and respond to customer inquiries * Maintain clear and organized records of all customer interactions * Follow up to ensure complete resolution of issues ### Collaboration & Escalation * Work with internal teams for training and support * Escalate complex technical issues when necessary ### Customer Experience * Maintain a professional, courteous, and solution-oriented tone at all times * Ensure a smooth and positive experience across all customer touchpoints * **Fluent in English and Spanish (spoken and written) — required** * Basic knowledge of **automotive A/C systems** (preferred) * General automotive industry knowledge is a strong plus * Experience with **Amazon, eBay, and/or Shopify** is preferred * Strong verbal and written communication skills * Ability to work independently and manage time effectively in a remote environment ### Availability * Monday to Friday * 9:00 AM – 5:00 PM **Eastern Daylight Time (EDT)** * Will transition to **Eastern Standard Time (EST)** from October 2026 ### Technical Requirements * Reliable high-speed internet connection (**backup source preferred**) * Personal computer and headset (**equipment not provided**) * Willingness to install and use **Hubstaff Time Clock with screenshots (non-negotiable)** ### Ideal Candidate * Customer-first mindset with strong problem-solving skills * Comfortable handling both technical and non-technical queries * Organized, responsive, and dependable in a remote setup * Able to balance efficiency with high-quality customer interactions