Job Description

LHH is looking for a Bilingual (Spanish) Customer Service Representative for a contract to hire role in Charlotte, NC! This role is responsible for guiding customers through an intake and eligibility process, providing clear information about available services, and ensuring a welcoming, respectful, and well-organized service environment. The position requires empathy, strong communication skills, and the ability to work collaboratively while supporting individuals facing challenging circumstances. Fluency in both English and Spanish is required. This position is fully onsite in Charlotte Tuesday - Saturday, 8:30 am - 5:00 pm EST.

Responsibilities:

Customer Support & Service Floor Operations

• Greet and assist individuals in a customer-facing service environment, ensuring a positive and respectful experience
• Guide customers through intake steps and explain available programs, resources, and procedures
• Maintain a clean, organized, and accessible service area that promotes dignity and ease of use
• Support daily stocking, restocking, and organization of items; communicate supply needs as they arise
• Help customers navigate services and understand expectations in a clear and supportive manner

Intake & Documentation

• Conduct intake activities to confirm eligibility for services in accordance with established guidelines
• Collect, review, and accurately document customer information and service requests
• Upload and manage required documentation using internal systems
• Provide reassurance and support to individuals experiencing stressful or difficult situations
• Identify and escalate unique or complex needs, working with the team to determine appropriate solutions

Phone & Inquiry Support

• Respond to inbound calls with professionalism, patience, and cultural awareness
• Answer questions related to services, processes, and policies in both English and Spanish
• Ensure information shared is accurate, relevant, and tailored to the customer’s situation
• Collaborate with colleagues to address complex inquiries efficiently and thoroughly

Qualifications:

• Fluency in both English and Spanish (spoken and written)
• 2+ years of experience in customer service, human services, retail, or a related field
• Prior experience supporting individuals from diverse cultural, economic, and social backgrounds preferred
• Strong interpersonal, verbal, and written communication skills
• Demonstrated ability to remain calm, compassionate, and professional in high‑volume or emotionally sensitive environments
• Proficiency with Microsoft Office and customer record or CRM systems
• Solid organizational skills and attention to detail
• Comfort supporting individuals with varying needs and life circumstances

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