Bilingual Customer Service Representative (english/spanish)

Bilingual Customer Service Representative (English/Spanish)

CTG is seeking to fill a Bilingual Customer Service Representative (English/Spanish) opening for our client in Orlando, FL. Location: Orlando, FL Duration: Contract to hire Salary: $17.00 hourly (benefits to start at time of conversion) Schedule: Mon-Fri 10:30a- 7:00p every other Saturday 8:30a - 5:00p

Duties

• Provide exceptional bilingual (Spanish/English) customer service, including verbal, nonverbal, and written communication, in line with agreed quality standards.
• Understand customer needs and determine appropriate action following Standard Operating Procedures (SOPs) and policies.
• Maintain accurate records of customer interactions and transactions, including new account registrations, inquiries, complaints, comments, and actions taken.
• Process and administer existing accounts (e.g., add vehicles, change addresses).
• Contact customers to respond to inquiries or provide updates on investigations.
• Escalate unresolved customer grievances to appropriate team members or departments.
• Process payments and set up recurring payments over the phone.
• Provide information about products, services, order status, or grievances via telephone or in person.
• Review vehicle passage images to accurately identify and classify.
• Process Penalty Charge Notices, Appeals, and Representations as part of enforcement services.
• Contribute to department targets by achieving Key Performance Indicators (KPIs).
• Perform other duties as assigned.

Skills

• Must be fluent in Spanish and English (verbal and written).
• Strong communication skills, with the ability to actively listen and empathize with customers.
• Computer proficiency, including Microsoft Office.
• Ability to adapt to change, work collaboratively in a team environment, and remain results-driven.

Experience

• 6 months - 1 year of customer service experience required.
• Previous call center experience preferred.

Education

• High School Diploma or GED required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Laura Dominguez.