Bilingual Client Success Agent, Spanish, English

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage customer inquiries through phone, email, and chat according to standard operating procedures (SOPs).

• Utilize TCP’s tools, including Microsoft Suite, Salesforce, ZOHO, and Hodu, for day-to-day operations.

• Escalate and allocate issues to the appropriate departments as necessary.

• Record, review, and track customer requests and their resolutions.

• Investigate, research, and deliver accurate solutions to customer problems.

• Maintain and update customer records during all interactions.

• Meet key performance indicators (KPIs) for client-facing time, call quality, and occupancy rates.

• Address inquiries related to collections and billing, including payment plans, account balances, and overdue payments.

• Clarify charges, generate statements, and process billing adjustments.

• Manage service cancellations while implementing retention strategies and solutions.

• Complete training on cancellations and apply retention techniques as part of daily responsibilities.

⛳️ Requirements

• Language: Fully bilingual/native in Spanish and English communication.

• Start Date: July 27, 2026.

• Technological Requirements: A dedicated home workspace is required; equipment details will be provided via email during the interview process.

• Work Schedule: Five days a week, 40 hours/week, with a 9-hour shift that includes a 1-hour unpaid break (09 AM to 09 PM Eastern Time) from Monday to Friday, and Saturday availability post-training.

• Knowledge: Familiarity with the United States credit industry, including credit cards, lines of credit, and personal loans.

• Customer-first mindset with empathy towards their needs.

• Exceptional communication skills and a solution-focused approach.

• Eagerness to learn and familiarize oneself with TCP’s technological suite.

🏝️ Benefits

• Opportunity to join a leading U.S.-based credit repair service provider.

• Full-time permanent position.

• 100% remote work with a great work environment.

• Paid training: One month of paid training scheduled Monday to Friday (09:00 AM to 06:00 PM Eastern Time).

• Employee development, management training, coaching, and upskilling opportunities.

• Flexible accruing paid time off.

• Company holidays.

• Birthday time off.

• Eligible for health benefits after one (01) year of employment.