Bilingual - Customer Service Representative
Location: Onsite- Houston, Texas 77023
Duration: 6+ months
Pay Rate: $17.00-$18.00   
Shift Details: Monday- Saturday with Sundays off. 2 shift Options.

• First Shift: 6:00am - 2:30pm
• Second Shift: 10:30am – 7:00pm

JOB DESCRIPTION
In this role, you’ll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We’re a company where you can continually advance your career, no matter your background — the opportunities are endless and yours for the taking. If you’re driven and looking for a place to grow, come join us.

Key Responsibilities
Dispatch & Route Oversight

• Monitor 30–40 daily routes and stay in direct phone contact with driver teams during deliveries
• Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
• Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant
• Maintain real-time awareness of route exceptions, delays, and customer escalations

Customer Escalation Support

• Communicate with customers during in-home deliveries when drivers need assistance explaining services
• De-escalate complaints and clarify expectations
• Act as a liaison between the customer and driver teams to preserve the experience and protect the brand

Warehouse Check-In Support (Primarily 2nd Shift)

• Direct driver teams returning from their routes on trash segregation and haul-away drop zones
• Ensure drivers complete the Costco check-in process before leaving
• Identify and report any non-compliance or missing assets

Team Leadership & Communication

• Serve as lead over CSR support staff during shift; provide direction and escalation support
• Capture daily service disruptions, late departures, and unscanned badges
• Share key issues and recommendations with the Ops Manager for follow-up

Qualifications

• Fluent in Spanish and English — must be able to speak, listen, and translate clearly in both languages
• 3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)
• Strong phone presence — assertive, calm under pressure, and capable of influencing others
• Comfort working in a warehouse environment with live driver communication
• Reliable and professional demeanor — this is a customer-facing position, even if you're behind the scenes

Preferred Experience

• Prior work in appliance installation, furniture assembly, or handyman/trade roles
• Previous leadership experience in a dispatch, warehouse, or delivery setting
• Familiarity with Descartes Route Planner, CLX, or other TMS systems

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