Customer Service Specialist I

TBC is looking for a Customer Service Specialist I to support customers in the United States through phone, email, chat, and text channels.
This role requires advanced English, proven experience in customer service or call center environments, and the ability to handle high-pressure situations with professionalism, patience, and problem-solving skills.
Important: This position is only for candidates who can hold full professional conversations in English with U.S. customers. If you are not able to answer calls, explain solutions, document cases, and handle upset customers in English, this position is not for you.
Position Objective
The Customer Service Specialist I is responsible for providing high-quality customer support, resolving inquiries, documenting cases accurately, and ensuring a positive customer experience.
This position supports customers with product questions, service inquiries, warranty information, promotions, pre-sale and post-sale support, complaints, and issue resolution.
Main Responsibilities
Respond to customer inquiries via phone, email, text, and live chat.
Provide accurate information regarding products, services, warranties, promotions, and processes.
Handle pre-sale and post-sale customer support issues.
Investigate and resolve customer complaints in a professional and timely manner.
Work with internal teams, field representatives, and franchise partners to resolve customer issues.
Document all customer interactions, transactions, complaints, and resolutions in CRM or incident management systems.
Escalate complex or unresolved cases to the appropriate department or leadership team.
Follow up with customers until a satisfactory resolution is reached.
Maintain professional communication, even with difficult, upset, or demanding customers.
Meet performance expectations related to adherence, productivity, quality, response time, and customer satisfaction.
Follow company policies, procedures, and service standards.
Perform other duties as assigned.
Required Qualifications
Advanced English is mandatory.
Bilingual English/Spanish.
Ability to take full customer service calls in English.
Minimum 2 years of experience in customer service or call center environments.
Preferably 3 years of experience in a high-volume, fast-paced contact center.
Experience handling customer service by phone is required.
High school diploma required.
Associates or bachelors degree preferred.
Strong verbal and written communication skills in English and Spanish.
Strong active listening and empathy skills.
Experience using CRM systems, ticketing platforms, or customer service software.
Ability to multitask and prioritize in a fast-paced environment.
Strong problem-solving skills and attention to detail.
Ability to remain calm and professional under pressure.
Ability to handle difficult, upset, or irate customers with patience and diplomacy.
Flexibility to work operational call center schedules, including possible evenings, weekends, or holidays.
Do Not Apply If
You do not have advanced English.
You cannot hold a full professional conversation in English.
You have only basic or intermediate English.
You do not have experience handling customer calls.
You are looking for a non-phone position.
You cannot handle pressure, metrics, or difficult customers.
You are not comfortable documenting cases in CRM or internal systems.
You are not available for call center schedules.
You do not have patience, empathy, or a problem-solving attitude.
Ideal Candidate Profile
We are looking for a mature, professional, bilingual candidate with strong customer service skills and the ability to work under pressure. The ideal candidate must be able to listen carefully, understand the customers issue, investigate the situation, provide clear solutions, and follow up until the problem is resolved.
This role requires someone who can stay calm, respectful, and focused even when dealing with angry or frustrated customers.
Key Competencies
Advanced conversational English.
Customer service orientation.
Phone communication skills.
Active listening.
Problem solving.
Stress tolerance.
Clear and professional communication.
Patience and empathy.
Attention to detail.
Multitasking.
Case documentation.
Follow-up discipline.
Adaptability.
Ability to work with KPIs and quality standards.
Preferred Experience
Bilingual call center.
Customer service for U.S. customers.
High-volume contact center.
Complaint resolution.
CRM or ticketing system management.
Retail, automotive, tire, logistics, service, or consumer-focused industries.
Phone-based support.