Bilingual Customer Service Representative(English/Spanish)

Position Information
Job Title: Customer Service Representative – Spanish Speaking
Reports To: Team Manager / Operations Manager
Location: Remote
Employment Type: Full-Time
Scope: Phone / Email / Chat Support
Target Candidate: Spanish/English-speaking candidates based in the Dominican Republic (DR)
Job Summary
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.
The successful candidate will be a fluent Spanish speaker with strong English communication skills, capable of providing professional and empathetic support to customers across multiple communication channels. This role requires excellent verbal and written communication, strong attention to detail, sound judgment, and the ability to manage a high volume of customer interactions while maintaining quality and professionalism.
The CSR will support parents, guardians, and participants by providing accurate information, assisting with registrations, resolving concerns, documenting customer interactions, and escalating issues when necessary.
This is a
fully remote position. Candidates must provide their own equipment, maintain a reliable high-speed internet connection, and have a quiet, professional home office environment suitable for handling customer calls.
The ideal candidate is customer-focused, dependable, adaptable, and comfortable working in a fast-paced service environment while consistently meeting productivity, quality, and attendance expectations.
Work Schedule
Opening Hours: Monday to Sunday
Standard Hours: 8:00 AM – 5:00 PM
During Time Zone Changes / Daylight Saving Adjustments: 9:00 AM – 6:00 PM
Schedule: Five (5) days per week based on operational and scheduling needs
Weekend Availability: Required
Work Environment: Fully Remote
Essential Job Functions
#
Function
% of Time
Customer Communication & Support – Provide friendly, professional assistance through inbound and outbound phone calls, email, and chat. Serve as a primary point of contact for customer inquiries and support needs.
30%
Registration & Enrollment Support – Assist customers, parents, and guardians with registrations by explaining program details, gathering required information, and ensuring accurate completion.
25%
Information & Service Guidance – Provide accurate information regarding programs, schedules, policies, and available services to support a positive customer experience.
20%
Issue Resolution & Escalation – Resolve customer concerns efficiently and professionally and escalate complex or unresolved matters to the appropriate department when necessary.
15%
Documentation & System Updates – Accurately document customer interactions, notes, registrations, and updates in CRM systems and internal tools.
10%
Required Qualifications – Knowledge, Skills & Experience
Minimum 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.
Preferred Qualifications
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.
Hardware Requirements
Candidates must provide their own equipment and meet the following minimum requirements:
Operating System: Windows 11 or higher
Processor: Intel Core i5, 8th Generation or higher

Employment type
Full-Time

Work arrangement
Yes