Bilingual Customer Support Specialist

Job Summary

Providing exceptional service and technical support, the full-time Bilingual Customer Support Specialist will engage with donors, fundraisers, and volunteers remotely, addressing inquiries in both English and Spanish across various communication channels.

Key responsibilities

• Resolve customer inquiries and issues using analytical expertise and knowledge of ACS programs, ensuring thorough documentation and first-contact resolution
• Deliver high-quality customer service by building rapport, neutralizing escalations, and fostering long-term relationships to encourage engagement and revenue growth
• Assess and triage complex or urgent requests, exercising judgment to escalate high-priority issues to appropriate support teams for timely resolution

Required qualifications

• High School Diploma or Equivalent; Associate degree preferred
• Minimum of two years of business experience, ideally in customer service or technical support, with at least one year of bilingual English/Spanish experience in a contact center
• Strong computer skills, including proficiency with Windows-based applications and Salesforce
• Ability to work in a virtual contact center environment with a reliable high-speed internet connection and a suitable home office setup
• Flexibility to work shifts between 7:00 a.m. and 7:00 p.m. CST, including weekends and holidays