Bilingual Customer Service Representative

Passion Fruit Solutions is hiring a bilingual Customer Service Representative to support a U.S.-based client whose programs serve communities across the United States. You will be the first point of contact for clients and program partners by phone and text.

This role starts part-time, with the potential to grow into a full-time position as program volume increases. That will depend on business needs and individual performance.

Schedule & Compensation

• 20 hours per week, Monday to Friday
• Shift options: 1:00 PM – 5:00 PM CST or 2:00 PM – 6:00 PM CST
• $7 USD per hour, plus a performance-based bonus
• 90-day probationary period
• 100% remote

What You’ll Do

• Answer incoming calls and text messages from clients and program partners
• Answer routine questions about programs, enrollment, benefits, and next steps
• Troubleshoot basic issues using established processes and resources
• Review client information and internal systems before escalating
• Schedule calls and appointments as needed
• Document calls, messages, outcomes, and follow-ups accurately
• Manage communication queues and follow up on missed calls and open questions
• Escalate complex situations with clear, complete information
• Protect client confidentiality and follow HIPAA and privacy requirements
• Learn several programs and keep up as their procedures change

We don’t expect you to know every answer. We do expect you to know how to find it, use the resources you have, and communicate clearly when you need more support.

What We’re Looking For

• Full professional fluency in English and Spanish, spoken and written
• Previous customer service experience, ideally by phone
• Ability to listen, talk, type, and document at the same time
• Comfort handling back-to-back calls and frustrated callers with patience
• Strong attention to detail and the ability to follow written procedures
• Independent problem-solving before escalating
• Reliability and responsiveness during scheduled hours
• Professional communication with people of different backgrounds and language levels
• Experience in healthcare, nonprofit, social services, benefits programs, or scheduling is a plus

Remote Setup Requirements

• Your own reliable computer
• Reliable high-speed internet, plus a backup connection
• A backup plan for power outages
• A quality headset with microphone
• A quiet, professional workspace with no background noise