Customer Care Representative (Bilingual)

This is a remote, bilingual role requiring fluency in both English and Spanish.

About the role

As a Customer Care Representative, you are a frontline contact for customers and a key member of our Customer Experience (CX) team. You play a critical role in shaping how customers experience Trivantage across multiple channels including phone, email, and chat. Your primary responsibility is to deliver easy, exceptional, and reliable service to customers who contact us to place orders, inquire about existing orders, or request product information. You do this by combining empathy, patience, product knowledge, and clear communication, with the understanding that every interaction represents a potential long-term relationship.

Customer Care Representatives partner closely with Sales, Supply Chain, and CX leadership to ensure our service is consistent, accurate, and aligned with Trivantage’s brand promise and customer experience standards.

Responsibilities

• Respond to customer inquiries via phone, email, and other supported channels in a timely and professional manner.
• Provide accurate information regarding products, pricing, availability, policies, and procedures.
• Resolve routine customer issues and questions on the first contact whenever possible.
• Document customer interactions, orders, and issues accurately in internal systems.
• Maintain a positive, professional demeanor during all customer interactions.
• Identify issues that require escalation and route them to the appropriate internal teams.
• Follow up on open issues to ensure timely resolution and customer satisfaction.
• Apply problem-solving skills to balance customer needs with company policies.
• Represent the voice of the customer by sharing recurring feedback or concerns with leadership.
• Maintain knowledge of products, systems, and procedures through ongoing learning.
• Support team coverage needs and assist during high-volume periods.
• Advise customers of delivery expectations, noting time in transit, and expected delivery.
• Administer new customer set-ups.
• Communicate with distribution centers for change orders or returns.
• Work closely with Supply Chain to provide customers with ETAs on backorders or special-order items.
• Create Request for Quote for non-stocked items.

Requirements

• Associates degree or equivalent education and related training
• 1 year of experience in customer service or related field with direct interaction with customers is preferred
• High attention to detail
• Excellent written and verbal communication skills
• Time management skills
• Ability to work in a team environment

Schedule

Scheduled to work between the hours of 7:30 a.m. and 4:30 p.m. Pacific Time.

Pay

Salary range is $39,000–$49,000.

Benefits

• Competitive health coverage (medical, vision, dental) with plan choices
• Short- and long-term disability insurance
• Telehealth visits or on-site health clinics at many locations
• Comprehensive wellness program including wellness events, health education, and mental health resources
• Competitive PTO and holiday schedules
• Company-funded pension
• Matching 401(k)
• On-site fitness centers or discounted gym memberships
• Catered associate events