Customer Care Representative (Bi-lingual Spanish/English)

Description: **Job Title:** Customer Care Representative (Bi\-lingual – Spanish and English) **FLSA Classification**: Non\-Exempt **Reports to:** Manager, Customer Care **Department:** Customer Care **Hours:** Monday – Friday 9:30 AM\-6:00 PM ET **Work Location:** Remote **Salary:** $17\.04/hr **Summary/Objective** The Customer Care Representative provides courteous, efficient, and knowledgeable customer service to TruMerit applicants and customers through multiple communication channels, including telephone, email, and written correspondence. Fluent in both English and Spanish, the Customer Care Representative serves as a key point of contact for applicants, ensuring a high level of customer satisfaction through accurate information, effective problem resolution, and timely processing of service requests in a fast\-paced environment. Requirements: **Essential Functions** Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Respond to applicant and customer inquiries in spoken and written English and Spanish via telephone, email, and chat. Answer questions related to TruMerit basic services and research information; resolve or escalate complex issues as appropriate. Promote a high degree of customer satisfaction and effective problem resolution in all applicant interactions. Process verification and transcript requests, applicant information changes, and other TruMerit service requests accurately and efficiently. Prepare and use written communications to support the development and maintenance of a database of standardized responses under supervisory guidance. Perform daily quality assurance reviews and end\-of\-day sorting of computer\-generated correspondence. Complete accurate data entry and support the creation, retrieval, and maintenance of applicant files and related materials. Carry out additional duties, as assigned, to support departmental and organizational objectives. **Competencies** Strong customer service orientation with a commitment to accuracy and responsiveness Excellent verbal and written communication skills in both English and Spanish Ability to manage multiple tasks and priorities in a high\-volume environment Strong attention to detail and organizational skills Ability to work independently while following established procedures and supervisory direction Professionalism, discretion, and tact when handling sensitive applicant information Positive attitude with a willingness to learn and contribute to team success **Supervisory responsibilities** None **Work environment** This is a fully remote position. Work is performed in a home\-office environment using standard office equipment provided or approved by TruMerit. **Physical demands** Ability to remain in a stationary position for extended periods Frequent computer use, including prolonged screen viewing, typing, mouse use, and repetitive hand and wrist