Customer Service Representative (English/Spanish Bilingual)

Job Purpose

The Customer Service Representative (CSR) plays a key role in building strong relationships with our customers by delivering professional, friendly, and solutions-focused support. Whether assisting fleet accounts, owner-operators, or consumers, the CSR ensures every interaction reflects our commitment to accuracy, care, and service excellence. Support is provided across phone, live chat, and email.

Essential Duties and Responsibilities

Serve as the first point of contact for customer inquiries via phone, chat, and email, ensuring clear, professional, and empathetic communication. across our industry-leading product suite

Investigate and resolve customer issues, including billing questions, exercising sound judgment to determine when to resolve independently and when to escalate.

Maintain and update customer accounts in our proprietary internal platforms and CRM software with accuracy and attention to detail.

Collaborate with peers and internal partners to deliver timely resolutions and a seamless customer experience.

Contribute to team initiatives by sharing feedback, mentoring newer colleagues, and actively participating in continuous improvement efforts.

Experience and Competencies

Education: Associate degree in Business, Communications, or related field required; bachelor’s degree preferred.

Experience: 1–2 years of customer service or client-facing experience, ideally in a multi-channel support environment.

Problem-Solving: Applies structured thinking to resolve customer issues independently; knows when to escalate.

Communication: Demonstrates excellent verbal and written communication skills; approachable, personable, and able to build trust quickly and de-escalate tense or heightened issues. Bilingual (English/Spanish) is a preference, but not required.

Teamwork & Collaboration: Actively supports colleagues, builds stable working relationships, and contributes to team goals.

Leadership Mindset: Seeks opportunities to mentor, share ideas, and foster a positive, inclusive environment.

Work Style: Organized and detail-oriented, able to manage and prioritize workload while maintaining accuracy and professionalism.

Knowledge & Skills Proficiency

Proficient with MS Office (Excel, Word, Outlook, PowerPoint), Excel is a must

Familiar with Salesforce or similar CRM systems.

Bilingual (English & Spanish)