Bilingual Customer Care Associate

Contact Center Customer Care Associate (Bilingual)
Location Irving, TX | Hybrid

Compensation & Schedule
• 19.50/hour
• Monday–Friday, hours vary between 6:50am–8:00pm CT
• W2, Full-Time

ROLE IMPACT: As the primary point of contact for inbound inquiries, the Bilingual Customer Care Associate ensures high-quality support for client mortgage escrow and tax-related issues. You’ll drive customer satisfaction by delivering accurate solutions while navigating multiple systems in a structured, high-volume contact center environment.

KEY RESPONSIBILITIES
• Handle 22–25 inbound calls daily regarding client mortgage escrow and tax concerns
• Research across up to 10 systems to interpret data and resolve inquiries
• Accurately document call interactions and escalate issues per internal protocols
• Navigate and use various contact center platforms (e.g., Salesforce, Cisco Finesse, Genesys)
• Meet/exceed individual production metrics and quality KPIs

MINIMUM QUALIFICATIONS
• High school diploma or GED required
• 1+ year customer service or support experience required
• 1+ year using MS Office, MS Teams or Google Suite, and CRM platforms required
• Fully bilingual in Spanish required
• Proven ability to succeed in a fast-paced, metric-driven environment required

CORE TOOLS & SYSTEMS
Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9, ZOOM International, MS Teams, Google Suite

PREFERRED SKILLS
• Contact Center experience
• Experience in tax, mortgage, real estate, or banking servicing
• Associate or Bachelor’s degree

LEGAL NOTICE
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from CornerStone and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at: https://www.cornerstonestaffing.com/privacy