Customer Service Representative (Bilingual)

Job title: Customer Service Representative (Bilingual) in Florida at ShyftOff

Company: ShyftOff

Job description: ShyftOff is the smarter way to scale customer experience. Our on-demand contact center platform combines exceptional agents with precision staffing technology to deliver flawless service, even during peak demand. We help brands and BPOs eliminate SLA risks, reduce costs by up to 35%, and retain customers with consistently high-quality support. With 30-minute staffing flexibility and seamless AI integration, ShyftOff ensures you always have the right agents, at the right time — without wasting budget.Position Summary:
We are seeking a motivated and empathetic Bilingual Call Center Customer Service Representative (Spanish/English) to join our growing support team. In this role, you will be the front line of communication for our clients' customers—resolving issues, answering questions, and delivering exceptional service in both English and Spanish. This role requires someone who thrives in a fast-paced, virtual environment, is confident handling high-volume calls, and is comfortable using a range of support tools and technology.The ideal candidate is customer-obsessed, highly communicative, and adaptable to shifting priorities. This is a remote position and may include evening or weekend shifts depending on client needs.Duties and Responsibilities:Customer Interaction:Respond to inbound customer calls in both English and SpanishDeliver clear, empathetic communication to resolve issues efficientlyHandle billing questions, product inquiries, troubleshooting, and general supportFollow up with customers when needed and escalate unresolved issues appropriatelyCall Center Performance:Meet or exceed KPIs including call quality, resolution time, and schedule adherenceDocument all customer interactions accurately in the CRM or ticketing systemMaintain professionalism and courtesy during high-stress or escalated interactionsOperational Support:Stay informed on client updates, product changes, and new proceduresParticipate in team meetings and contribute to feedback on processes or customer pain pointsCollaborate with team leads and QA specialists to ensure call quality and service consistencyTechnology & Tools:Use various support tools such as CRMs, dialers, knowledge bases, and chat platformsReport technical issues and help test updates to support systems as neededCustomer-Centric Mindset:Act as a brand ambassador for the client, creating a positive, consistent experienceDemonstrate ownership of customer outcomes from start to finishTake initiative to flag repeat issues or gaps in the customer journeyExperience and Qualifications:Essential:Bilingual in Spanish and English (fluent in speaking, reading, and writing both languages)1+ years of experience in a call center or customer service roleStrong communication skills with the ability to simplify complex informationExperience working in a fast-paced, remote support environmentComfort using call center and CRM tools (e.g., Zendesk, Salesforce, Dialpad, Five9)High emotional intelligence and customer-first mindsetPunctual and dependable with excellent time management skillsDesirable:Experience supporting customers in a tech, e-commerce, or startup environmentKnowledge of call center QA metrics and experience receiving quality feedbackFamiliarity with digital collaboration tools (Slack, Zoom, Google Workspace)Experience working with 1099/freelance teams or in flexible staffing modelsBenefits:Competitive hourly rate or project-based compensationFlexible scheduling and remote workGrowth opportunities with a fast-moving startupSupportive and inclusive team cultureEqual Opportunity Employer:
ShyftOff celebrates diversity and is committed to creating an inclusive environment for all team members. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Expected salary:

Location: Florida

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