Customer Service Representative (Bilingual – Inbound)

Full-Time | Remote (LATAM Preferred) | EST Hours

Overview

We are a U.S.-based professional services firm seeking a Bilingual Customer Service Representative to serve as the first point of contact for inbound client communication. This role is heavily phone-focused and requires someone with exceptional communication skills, patience, and a highly professional demeanor.

You will manage a steady flow of inbound calls while also supporting administrative workflows, including the electronic serving of legal documents. This is a critical, client-facing role where tone, clarity, and reliability are essential.

Key Responsibilities

Inbound Communication (75%)

Answer and manage inbound phone calls in a professional, courteous, and efficient manner
Serve as the first point of contact for clients, partners, and external stakeholders
Route calls appropriately and take detailed, accurate messages when needed
Maintain composure and professionalism when handling sensitive or time-sensitive matters
Provide clear and helpful information while representing the company at a high standard

Administrative Support (25%)

Assist with serving legal documents electronically to defense counsel
Maintain accurate records of communications and document activity
Support internal workflows using case management systems (e.g., MerusCase or similar)
Ensure all tasks are completed with a high degree of accuracy and timeliness

Qualifications

Must-Have

Fluent in English and Spanish (spoken and written)
Neutral or minimal accent with strong phone presence
2+ years of experience in:
- Customer service
- Call center or reception roles
- High-volume inbound call environments
Excellent verbal communication and listening skills
Strong attention to detail and organizational ability
Reliable, high-speed internet connection (with backup solution strongly preferred)

Nice-to-Have

Experience in legal, professional services, or administrative environments
Familiarity with MerusCase or similar case management systems
Experience handling sensitive or confidential information
Prior experience supporting U.S.-based clients or teams

Work Environment & Schedule

Full-time, remote position
Must be available to work U.S. business hours (EST)
Call volume is generally manageable, with support systems in place during peak times

What Success Looks Like

Consistently professional and clear communication on every call
Positive experience for all inbound callers
Accurate and timely handling of document serving and administrative tasks
High reliability with minimal downtime or connectivity issues

Compensation

Compensation will vary based on experience, communication skills, and prior relevant background

Why This Role

Stable, long-term opportunity with a professional U.S.-based firm
High-impact role with direct visibility into daily operations
Ideal for candidates who thrive in structured, communication-heavy environments

Customer Service Rep (Inbound/Bilingual) - 18944