Customer Experience Representative (Bilingual - English/Spanish)

Description

About PCs for People

PCs for People is a national nonprofit committed to digital inclusion and environmental sustainability. We provide affordable technology and internet access to individuals and families across the country, helping bridge the digital divide and empower communities.

About the Role

We're looking for a courteous, compassionate, and detail-oriented Customer Experience Representative to join our contact center team. This in-person role is essential to ensuring our customers-many of whom face systemic barriers-receive respectful, responsive, and mission-aligned support.

You'll provide bilingual (English and Spanish) customer service via phone, email, and chat in a contact center setting. Whether helping someone access affordable internet or troubleshoot a device, your work will directly contribute to digital equity and community empowerment.

This is a full-time, in person position. The current schedule is 10am-6pm Monday through Friday.

Key Responsibilities

• Respond to inbound customer inquiries via phone, following established policies and procedures

• Provide support through email and chat as needed

• Assist customers with:

• Account and order creation

• Program eligibility and document verification

• Order status updates

• Internet and computer troubleshooting

• Meet or exceed contact center performance metrics (e.g., Average Handle Time, Cases/Calls per Hour, Customer Satisfaction Score, Schedule Adherence)

• Support individual and small group projects as assigned

• Assist with other tasks as needed to support team operations

Requirements

Required Qualifications

• Fluent in English and Spanish
• Excellent communication skills both written and verbal
• Excellent interpersonal and customer service skills
• Basic understanding of administrative and clerical procedures and systems
• Interest in computers, internet, people, and technology
• Passion for making a positive impact in the community
• Possess the ability to have grace when working under pressure and navigating ambiguity
• Enjoy working with a wide variety of people in many different situations
• Self-directed, self-motivated, strong analytical thinker
• Reliable attendance

Physical Requirements

• Prolonged periods of sitting or standing at a workstation
• Ability to occasionally lift or move items up to 25 pounds
• Frequent use of computer, phone, and other office equipment
• Capability to communicate clearly in person, by phone, and over digital platforms
• Occasional bending, kneeling, crouching, and reaching
• Capability to work in various indoor environments, some non temperature controlled
• Extended periods of walking or standing throughout the workday
• Visual acuity to read and perform detailed tasks
• Willingness to adhere to physical safety protocols

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment.

Benefits Include:

Medical - Choice of Plans

Dental - Choice of Plans

Vision

401k with Match

Voluntary Disability Insurance

Voluntary Life Insurance

PTO

EEO Statement

We are committed to creating a diverse and inclusive workplace. PCs for People provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.