Bilingual Customer Advocate
On-site · Boise, Idaho, United States
Job Summary
Bilingual Customer Advocate responsible for delivering customer support in English and Spanish via phone, email, or chat, including issue resolution, product knowledge communication, and documentation in the CRM. Collaborate with team members to resolve complex customer issues, meet individual and team performance goals (call quality, response time, customer satisfaction), stay current with product knowledge and policies, and identify process improvements to support call center operations. Performs related duties as assigned and maintains detailed customer records throughout interactions. Requires strong interpersonal and communication skills, empathy, and the ability to troubleshoot both technical and non-technical issues, with a focus on delivering accurate information and high-quality service.
Required Qualifications
- Associate degree preferred or equivalent through professional experience
- Excellent written and verbal communication skills in English and Spanish
- 1 year customer service experience including resolving complex issues
- Strong computer skills including Microsoft Office and ability to learn other applications
- Ability to navigate multiple computer systems and search tools
- Strong problem solving and troubleshooting skills
- Ability to sit at a desk and work with a computer for extended periods
- Ability to work in a fast-paced environment
- Ability to maintain confidentiality and protect PII
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