What are the responsibilities and job description for the Bilingual Customer Service Representative position at Calculated Hire?
Bilingual Customer Service Specialist
Hybrid - Tempe, AZ (training for the first month is in office 5 days a week)
3-month Contract with potential for extension
Calculated Hire is in search of a detail-oriented and customer-focused Bilingual Customer Service Specialist to support lead qualification, customer outreach, and sales coordination efforts. This role serves as the first point of contact for incoming referrals and is responsible for confirming customer business needs, routing qualified opportunities to sales consultants, and maintaining accurate pipeline documentation throughout the customer journey.
The ideal candidate is highly organized, comfortable working in a fast-paced environment, and able to manage multiple customer interactions while delivering exceptional service. Bilingual Spanish-speaking skills are strongly preferred to support diverse customer needs.
Key Responsibilities
- Receive and manage inbound referrals from lead assignment teams
- Conduct outbound outreach to customers to confirm business needs and qualify opportunities
- Route confirmed leads to dedicated sales consultants for further handling
- Prioritize and support Spanish-speaking customers as needed
- Maintain accurate and detailed pipeline management activities, including:
- Tracking contact attempts
- Scheduling appointments and callbacks
- Entering concise and detailed referral notes
- Updating customer statuses within internal systems
- Coordinate handoffs between triage agents and sales consultants to ensure a smooth customer experience
- Support inbound call handling while managing assigned referrals during pilot operations
- Follow up with customers regarding documentation, agreements, and required signatures
- Assist with contract validation, underwriting coordination, and onboarding activities
- Conduct welcome calls to ensure successful customer activation and satisfaction
- Participate in weekly feedback and calibration sessions to discuss process improvements, customer feedback, and pilot performance
- Track and report referral activity and conversion outcomes through manual reporting methods as needed
- Provide feedback on workflow efficiencies, customer experience trends, and process enhancements
- Adapt to evolving pilot procedures and workload balancing initiatives
Qualifications
- Bilingual Spanish-speaking skills preferred
- Previous customer service, call center, sales support, or lead management experience preferred
- Strong verbal and written communication skills
- Excellent organizational and time management abilities
- Ability to multitask and manage a high-volume workflow
- Strong attention to detail and accurate documentation skills
- Comfortable handling inbound and outbound customer communications
- Experience with CRM systems and pipeline management tools preferred
- Ability to work independently and collaboratively within a team environment
- Proficient in Microsoft Office and related business applications
Preferred Skills
- Experience with lead qualification or sales triage processes
- Ability to manage customer escalations professionally and efficiently
- Strong follow-up and relationship-building skills
- Analytical mindset with the ability to provide operational feedback and process improvement suggestions
Work Environment
- Fast-paced customer service and sales support environment
- Combination of inbound and outbound phone responsibilities
- Collaborative team setting with ongoing feedback and performance discussions
- Opportunity to support pilot initiatives and process improvements across customer service operations
Salary : $20 - $23