2nd Shift Customer Service - Bilingual

2nd Shift Customer Service

• Bilingual 4.7 4.7 out of 5 stars Waltham, MA 02451 Hybrid work $22 an hour
• Full-time Bank W Holdings 3 reviews $22 an hour
• Full-time Bilingual
• 2nd Shift Customer Service Representative $22/hour | 2nd

Shift Location:

Waltham, MA Must be fluent in

Spanish/English Schedule:

Monday-Friday, 11:30 AM

• 8:00 PM Training schedule: 9:00 AM
• 5:00 PM (Boston and Waltham locations; parking not reimbursed) Hybrid schedule after training: In-office Tuesdays and Wednesdays Position Overview Seeking a customer-focused professional to join a high-volume call center environment supporting participants in a federal commuter benefits program.

This role involves assisting individuals who are inquiring about pre-tax commuter benefits, including public transportation and commuter rail options. The position handles approximately 100 calls per day, primarily inbound, with occasional outbound calls for escalated matters. Key Responsibilities Deliver exceptional customer service through high-volume phone, chat, and email communication. Research and resolve transaction issues, technical questions, and service-related inquiries. Accurately document all customer interactions and maintain detailed records. De-escalate challenging situations using strong problem-solving and communication skills. Meet and exceed service level agreements (SLAs) and performance expectations. Support additional team initiatives and responsibilities as needed. Qualifications & Skills Strong verbal and written communication skills. Ability to thrive in a fast-paced, multitasking call center environment. Positive, customer-first mindset with strong de-escalation abilities. Proficiency in Microsoft Office and comfort navigating telephony and CRM systems. Typing speed of 40+ words per minute. Bilingual skills are a plus, but not required. Experience in payments, fintech, or B2B services is preferred but not required. Team-oriented, adaptable, and dependable.

Pay:

$22.00 per hour

Benefits:

Dental insurance Health insurance Work from home Application Question(s): Are you bilingual in English/Spanish? Can you work M-F 11:30am-8pm?

Work Location:

In person