The Credit Pros is looking for a Bilingual (Spanish & English) Client Success Agent to join our remote team. In this role, you will provide phone-based support to our customers, resolving inquiries related to our products, platform, accounts, and billing to drive client satisfaction and revenue growth.
What You'll Do
- Handle customer inquiries via phone, email, and chat following standard operating procedures.
- Use TCP’s technology suite, including Microsoft Suite, Salesforce, ZOHO, and Hodu, for daily operations.
- Escalate and assign complex issues to the relevant internal departments as needed.
- Log, review, and follow up on customer requests and their resolutions.
- Investigate, research, and provide accurate solutions to client issues.
- Maintain and update customer records during all interactions.
- Achieve key performance indicators for client-facing time, call quality, and occupancy.
- Address collections and billing inquiries, including questions about payment plans, account balances, and overdue payments.
- Clarify charges, generate statements, and process billing adjustments.
- Handle service cancellations by applying retention strategies and resolution techniques.
- Complete cancellations training and apply retention strategies as part of daily responsibilities.
What We're Looking For
- Fully bilingual or native proficiency in both Spanish and English communication.
- Ability to establish a dedicated home workspace.
- Availability to work a schedule of 5 days a week, 40 hours/week, with a 9-hour shift that includes a 1-hour unpaid break (9 AM to 9 PM Eastern Time, Monday to Friday & Saturday post-training).
- Knowledge of the United States credit industry, including credit cards, lines of credit, and personal loans.
- A customer-first orientation with empathy for client needs.
- Excellent communication skills and a solution-oriented mindset.
- A hunger to learn and equip yourself with TCP’s technological suite.
Technical Stack
- Microsoft Suite
- Salesforce
- ZOHO
- Hodu
Benefits & Compensation
- Full-time, permanent role.
- 100% Remote Work environment.
- 1 Month of Paid Training scheduled Monday to Friday (9:00 AM to 6:00 PM Eastern Time).
- Employee development, management training, coaching, and upskilling.
- Flexible accruing paid time off.
- Company holidays.
- Birthday time off.
- Eligibility for health benefits after one (01) year of association.
- Compensation: $5.5/hour or a minimum of $953/month.
Work Mode
This is a fully remote, global position.
We foster an inclusive environment that welcomes applicants from all backgrounds, regardless of race, gender, orientation, gender identity or expression, economic class, color, ability, disability, age, religious beliefs or disbeliefs, or status. We believe everyone deserves equal opportunities to grow and succeed.
