Bilingual Customer Service Coordinator
English/Spanish | Full-Time | Onsite
We are looking for an experienced Bilingual Customer Service Coordinator to join our onsite Sales & Marketing team.
This role serves as one of the primary points of contact for customers reaching us by phone and email. Our business has grown to include increased inbound inquiries, online ordering, contractor-focused programs, and a broader range of customer support needs. We need someone who is already comfortable working directly with customers and can quickly learn our products, systems, and internal processes.
This is not an entry-level customer service training position. The successful candidate will already know how to professionally manage customer conversations, ask effective questions, document interactions, follow through on commitments, and determine when an issue can be resolved directly or needs to be escalated.
We will teach you our products, technical terminology, customer types, systems, and company procedures.
You should already know how to take care of customers.
What You'll Own
Customer Communication & Inbound Support
- Serve as a professional first point of contact for customers by phone and email.
- Respond directly to routine customer questions rather than simply routing calls or taking messages.
- Ask clarifying questions to understand what the customer needs and determine the appropriate next step.
- Provide clear, concise answers and follow-up communication that minimizes unnecessary back-and-forth.
- Communicate confidently with customers who may be unfamiliar with our products, processes, or terminology.
- Maintain professionalism when assisting customers who are confused, frustrated, or working through a problem.
Order & Online Customer Support
- Enter, review, and maintain customer orders accurately.
- Assist customers with order-related questions from purchase through shipment and delivery.
- Support customers who purchase through our online store and help resolve routine order, shipping, and account questions.
- Complete required order and shipment follow-up procedures.
- Coordinate with internal departments when order issues require additional information or action.
Product & Technical Support
- Develop a strong working knowledge of our products, applications, and common customer questions.
- Provide first-level product and technical guidance within established procedures and training.
- Recognize when a question requires more advanced technical expertise and route or escalate it appropriately.
- Accurately communicate documented product information without guessing or overextending beyond established guidance.
- Continue building product knowledge so that routine customer questions can increasingly be handled independently.
Customer & Contractor Inquiry Support
- Assist with inbound inquiries generated through company marketing, referrals, online channels, and contractor-focused programs.
- Identify the type of customer or inquiry and route it according to established company processes.
- Help ensure prospective customers, existing customers, contractors, and other contacts receive timely follow-up and clear next steps.
- Maintain accurate notes so that another team member can understand the customer's history and continue the conversation when needed.
CRM, Systems & Documentation
- Keep customer, order, follow-up, and communication records current in company systems.
- Use CRM, work-management, email, and shared documentation platforms consistently throughout the workday.
- Document customer interactions, commitments, follow-ups, and escalations so information is visible to the team.
- Assist with maintaining internal procedures, customer-response resources, and how-to documentation.
- Follow established workflows rather than relying on memory or informal handoffs.
Team Coordination & Escalation
- Independently manage routine customer-service responsibilities within established procedures and authority.
- Coordinate with the Senior Coordinator and other team members when situations require additional technical knowledge, approval, or exception handling.
- Provide complete information when handing an issue to another team member so the customer does not have to start over.
- Communicate changes, risks, delays, or unresolved issues promptly.
- Support cross-department communication with other internal teams as needed.
What You Bring
Required
- 2+ years of direct customer service or client-support experience involving regular inbound phone and email communication.
- Experience personally assisting customers with questions, orders, service concerns, or next steps—not solely transferring calls or taking messages.
- Professional fluency in English and Spanish, written and verbal.
- Strong, confident phone communication skills.
- Ability to write clear and professional customer emails.
- Experience documenting customer interactions and maintaining accurate records in a CRM, ticketing system, order system, or comparable business platform.
- Strong computer skills and comfort working in multiple systems throughout the day.
- Comfortable using AI-assisted features built into everyday business tools, such as email, CRM, work-management, documentation, or productivity platforms, and willing to learn new technology as company systems evolve.
- Demonstrated ability to manage follow-ups and keep commitments without repeated reminders.
- Ability to follow established processes while recognizing when a situation requires clarification or escalation.
- Strong attention to detail and accuracy.
- Ability to learn product terminology and technical information and explain it clearly to customers.
Preferred
- Call center, contact center, customer care, technical support, inside sales support, order desk, or other high-volume customer-facing experience.
- Experience supporting customers in a product-based, manufacturing, construction, design, building-material, or technical environment.
- Experience with order entry or order-management systems.
- Experience with platforms such as Google Workspace, Microsoft Office, Monday.com, Zoho, Zendesk, or similar CRM/work-management systems.
- Experience creating or maintaining SOPs or internal documentation using tools such as Google Docs, Loom, or similar platforms.
- Familiarity with AI-assisted productivity tools for drafting, summarizing, organizing information, documenting processes, or supporting routine workflow tasks.
- Associate degree or equivalent combination of education and relevant work experience.
Who Will Do Well in This Role
You may be a strong fit if you:
- Are comfortable picking up the phone and helping someone you have never spoken with before.
- Can listen to a customer explain a problem and identify the real question behind it.
- Know how to ask good follow-up questions instead of making assumptions.
- Enjoy learning enough about a product to become increasingly helpful and self-sufficient.
- Take accurate notes because you understand that someone else may need to continue the conversation.
- Are curious about new tools and willing to use technology that helps you work more accurately, efficiently, and consistently, while still applying your own judgment before information is shared with a customer.
- Follow through when you tell a customer or teammate you will do something.
- Can distinguish between something you should handle yourself and something that requires escalation.
- Like structured processes but can use judgment within those processes.
- Stay organized when several customers, orders, messages, and follow-ups are moving at the same time.
- Understand that good customer service includes both a positive interaction and an accurate business outcome.
What We Will Teach You
We do not expect you to arrive knowing our products or industry.
Training will include:
- Company products and applications
- Product terminology
- Common technical and customer questions
- Customer types and inquiry pathways
- Online ordering processes
- Contractor-program processes
- Order and shipping procedures
- CRM and internal work-management systems
- Escalation pathways and levels of authority
- Internal documentation and communication standards
Our goal is for you to bring strong customer-service fundamentals and then build the company and product knowledge needed to become increasingly confident and independent in the role.
Role Structure
This position works as part of the Sales & Marketing team and collaborates closely with the Senior Coordinator, department management, and other departments.
Job Type: Full-time
Pay: $44,000.00 - $48,000.00 per year
Benefits:
- Health insurance
- Paid time off
Shift:
Application Question(s):
- (REQUIRED) Briefly describe the type of inbound customer calls you handled in your most recent customer-service role. What were you typically expected to resolve yourself?
- (REQUIRED) Are you professionally fluent in both English and Spanish, including speaking, reading, and writing?
Experience:
- direct customer service or client-support: 2 years (Required)
Work Location: In person
