Customer Service Representative (Bilingual)

Our client in Pittsburgh is seeking English speaking and bilingual (Spanish) Customer Service Representatives for a contract to hire opportunity. Candidates must reside within a 2 hour radius of Pittsburgh and be available to attend an in-person, Day 1 training and equipment pickup in Cranberry Township on September 15. After Day 1, the role is fully remote.

Customer Service Representative (English & Bilingual English/Spanish) – Contract to Hire

Location: Remote after Day 1 (Training onsite Cranberry)

Residency Requirement: Must reside within 2 hours of Pittsburgh

Pay:

• English-speaking: $16/hour
• Bilingual Spanish: $18/hour

Training & Schedule:

• Training: Monday–Friday, 8:15 AM–4:45 PM (first ~3 weeks)

• Permanent Shift: Between 9:30 AM–6:00 PM, Monday–Friday

Job Responsibilities:

This role supports community-based assistance programs by handling customer inquiries, completing applications, and guiding individuals through program processes. Representatives must demonstrate professionalism, empathy, and strong communication skills.

Core Duties:

• Clock in/out daily using provided timekeeping systems.

• Maintain regular attendance and adhere to all program policies and procedures.

• Understand and navigate call center phone and computer systems effectively.

• Complete customer applications over the phone and determine eligibility for relevant programs.

• Follow established workflow processes using program software systems.

• Handle customer questions, resolve issues, and provide information about program participation.

• Manage challenging or emotional conversations using de escalation techniques.

• Access and update customer accounts within the client’s internal systems.

• Provide guidance on application steps for energy assistance programs (e.g., state run LIHEAP).

• Support recertification for ongoing customer assistance programs.

• Review and verify income documentation and other required materials.

• Assist with additional utility assistance programs as business needs arise.

• Utilize knowledge bases and internal procedures to complete daily tasks accurately.

• Review and acknowledge metrics, QA notes, and coaching feedback promptly.

• Regularly check email, chat tools (e.g., Teams), and internal communications.

• Meet monthly performance metrics and expectations for Contact Center Specialists.

Qualifications:

Ideal Candidate:

• Strong communication and customer service skills

• Ability to navigate multiple computer systems simultaneously

• Bilingual (Spanish) candidates strongly encouraged

• Comfortable working remote after training

• Reliable, organized, and able to manage confidential information

Compensation

About Us

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