Role: Bilingual Customer service Analyst
Location: Franklin, TN
Contract position
The role is hybrid- Monday and Friday WFH/ Remote and Tuesday through Thursday onsite at Franklin, TN
Role summary
Provide Spanish and English customer support, handling inbound customer interactions and helping maintain continuity
Key responsibilities
- Handle inbound customer calls in both Spanish and English.
- Understand the customer's issue, provide appropriate support, and route/escalate cases where needed.
- Support customer-service interactions requiring Spanish-language coverage.
- Document customer interactions and case information accurately.
- Work within client's customer-service processes and service expectations.
- Coordinate with the wider customer-support team where an issue requires escalation or specialist assistance.
Profile
- Fluent/bilingual Spanish and English, with strong spoken communication.
- Prior contact-center or customer-service experience.
- Comfortable handling customer calls independently.
- Clear written communication and accurate call/case documentation.
- Automotive, OEM/dealer, warranty, roadside or consumer-services experience would be useful, but I would keep this preferred rather than mandatory.