Customer Service Representative – Bilingual (English/Spanish)

About the role

The Customer Service Representative will deliver professional support to Auxis managed services and client customers across multiple channels, including voice, email, chat and case management. Working both independently and within project teams, the role aims to maintain high satisfaction and productivity levels.

Key responsibilities

• Answer inbound and place outbound calls, handling each interaction politely and professionally.
• Document all calls accurately in the designated system and meet performance, quality and operational metrics.
• Escalate complex or sensitive issues to contact‑center management and act as a subject‑matter expert on policies and procedures.
• Promote services positively, suggest improvements to department policies, and adhere to the Code of Conduct.
• Maintain confidentiality, adapt to schedule changes, and comply with attendance policies.

Required profile

• Minimum 1 year of experience in a contact‑center environment.
• High school diploma or equivalent.
• Fluent in English and Spanish (B2+ level, 85%+ proficiency) – both oral and written.
• Flexible availability Monday‑Friday; hybrid work model after a 90‑day probation period.
• Ability to work independently in a fast‑paced setting while managing multiple priorities.

Required skills

• Proficiency with case management systems.
• Strong command of Microsoft Office applications.

What we offer

• Hybrid work arrangement based on performance.
• Opportunities to influence process improvements.
• Supportive team environment focused on professional growth.