Role overview
The Bilingual Client Support Representative: 11am-8pm Eastern Time Shift provides order-level analysis and responds to client and candidate questions, concerns, and requests in English and Spanish. The position handles product and service inquiries through email, phone, and chat, maintaining service standards and helping resolve complex support issues.
Client and Candidate Support
- Build relationships with clients and applicants and provide a positive, attentive customer experience.
- Communicate accurately and effectively in English and/or Spanish as needed, rapidly processing information and documenting interactions with close attention to detail.
- Meet and maintain customer-service support levels and standards across email, telephone, and chat interactions.
- Work across departments to investigate the root causes of delays, errors, and system problems.
- Develop a thorough understanding of the products and services to facilitate prompt resolution.
- Resolve complex customer-service and support issues, escalating when appropriate; handle all candidate inquiries.
- Carry out other duties as required.
Required Qualifications
- Fluency in spoken and written English and Spanish.
- Experience providing high-volume customer service.
- Proficiency with Microsoft Office, including Outlook, Excel, and Word, or similar software.
- A high school diploma or equivalent.
- A driver's license and the ability to maintain a driving record acceptable to the employer's liability insurance carrier.
Preferred Background
- Experience with the legal or court system and background screening.
- Familiarity with business-management systems such as HRIS or CRM platforms; Salesforce experience is preferred.
- An associate degree and zero to two years of relevant experience.
No supervisory experience is specified.
Schedule, Workplace, and Compensation
The advertised shift is 11 a.m.–8 p.m. Eastern Time. General working conditions describe normal Eastern Time business hours unless otherwise communicated for the position or location. Work, meetings, or events may occur outside normal hours, including occasional evenings and weekends.
The position may be performed remotely within the United States or at the Cleveland, Ohio headquarters. Off-site meetings may occur. Some travel by personal automobile and occasional overnight travel may be required.
Remote employees must maintain a safe, secure, ergonomically arranged workspace and standard internet speeds sufficient for effective work. Employer-owned equipment and records kept off-site must remain secure and be used only for business purposes. Normal office safety practices apply, including safe use of equipment and computers, prevention of trips and falls, and observance of fire regulations. The office noise level is usually quiet to moderate.
The role requires lifting light objects weighing less than 20 pounds and carrying them distances of 20 feet or less.
Pay is USD $16–$26 per hour. The approximate 2,080-hour annual equivalent is $33,280–$54,080, a calculated comparison rather than guaranteed annual earnings. The published range is a good-faith estimate; final compensation falls within it and depends on experience, skills, qualifications, and role-specific or specialized requirements. Equitable pay across similar positions is a stated compensation practice.
Benefits
- Medical, dental, and vision coverage effective on the first day of employment.
- A 401(k) with employer match, flexible spending accounts, and health savings accounts.
- Paid time off, 10 company-paid holidays, paid bereavement leave, pet bereavement leave, and volunteer time off.
- Employee Assistance and Wellness programs, pet insurance, and a telecommuting stipend.
- Professional-development programs and an employee-referral bonus.
- Short-term disability, company-paid long-term disability, and company-paid life insurance.
All applicants receive equal consideration without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or expression, or other characteristics protected by applicable federal, state, or local law.