Job Description
Job DescriptionJob Title: Bilingual Customer Support Specialist (Hybrid)
Summary:
Seeking a high-performing, bilingual (Spanish/English) Customer Support Specialist to interact with customers, provide information regarding products and services, and handle and resolve complaints. This role involves assessing client needs, offering appropriate solutions, and following up as required. This is not a call center position—work is hybrid, with three days per week in-office.
Key Responsibilities:
- Respond to customer inquiries (inbound calls, emails) regarding products, services, and billing issues.
- Approve resolution of service or billing complaints by authorizing exchanges, refunds, or bill adjustments.
- Act as the escalation point for customers and clients, ensuring timely resolution.
- Refer unresolved customer grievances to the appropriate department for further investigation.
- Review, monitor, and audit customer interaction records and transaction histories, documenting inquiries, complaints, comments, and actions taken.
- Assess complaints by gathering and examining all relevant information to determine their validity and possible causes.
- Support international shipping and logistics, including manifest creation and coordination.
- Conduct credit analysis and support credit-related inquiries or concerns.
- Perform accurate data entry and ensure detailed documentation.
- Proactively solicit sale of new or additional services/products as needed.
Requirements:
- High School Diploma or GED required.
- Minimum 2-3 years of experience in customer service or a similar professional environment.
- Bilingual fluency in Spanish and English (both written and verbal).
- Proficient with Microsoft Word, PowerPoint, and other office applications.
- Demonstrated ability to work independently and manage time effectively.
- Strong attention to detail, professionalism, and effective communication skills.
- Ability to lead and mentor as needed, providing support and feedback to team members.
- Experience handling logistics, credit analysis, and/or international shipping preferred.
Top 3 Skills:
- Technical Skills (including logistics and credit analysis)
- Data Entry
- Professional and Communication Skills
Additional Information:
- This is a hybrid office position; candidates must be able to work in the office three days per week.
- Work hours: 7am–4pm.
- Professional office attire and conduct required.
- Maximum pay rate: $25/hr.
If you're ready to join a dynamic team and support diverse customers with professionalism, please apply with your bilingual resume highlighting your relevant experience.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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About Kelly
Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.
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