Bilingual Customer Support Associate (Call Center)

About the role

The Customer Support Associate at Promise is a vital team member, helping individuals manage utilities debt by providing clear, compassionate support. In this role, you will handle client inquiries via phone, email, and text, guiding clients through Promise's services and available financial relief programs. Every call is a real person on the other end, and every conversation is a chance to make their day a little easier. Your role is essential in helping clients regain financial stability.

What You’ll Do

• Respond to client inquiries through phone, email, and text with clear communication, clarity, accuracy, and compassion.
• Absorb and assist bilingual clients in English and Spanish to fully utilize Promise's services.
• Escalate complex issues to the appropriate teams for swift resolution.
• Guide clients through applications for relief programs, reviewing documentation to help them get approved.
• Maintain detailed records of client interactions to ensure consistent, high-quality service.
• Contribute to company-wide initiatives and program launches as they roll out.

What Will Help You Succeed

• Bilingual in English and Spanish to effectively support a diverse client base.
• Genuine empathy: comfortable listening to people in difficult situations and helping them find solutions with patience and kindness.
• Strong communication skills and the ability to stay organized while handling multiple inquiries and delivering high client satisfaction.
• Dependability, organization, and a positive attitude, even in a fast-paced, ever-changing day.
• Availability to work on-site full-time in our Fairfield, CA office.
• Prior experience in a call center or client service role (preferred).
• Background in program evaluation and benefits eligibility (nice to have).

How We Support Our People

• Equity for All: All full-time employees receive stock options to share in our company’s success.
• 100% Paid Health Coverage: We cover 100% of base medical, dental, and vision insurance plans for employees and their dependents.
• On-Site Role in Fairfield, CA: Enjoy a focused, supportive environment with access to real-time guidance and resources to help you succeed.