Customer support
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Bilingual Customer Support Agent - REMOTE
Description
#LI-MR1
#boost2025
Gordian Staffing, A New Way of HR
We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.
About our client:
This company supports homeowner, condominium, and townhome associations. They partner with volunteer boards to help oversee day-to-day operations, financial management, compliance enforcement, homeowner communications, and long-term community planning.
This position is remote and open to all over the country, but you'll be required to visit our offices in CDMX or GDL on the first day (expenses are covered by you)
**Available only for applicants living in Mexico**
As a Bilingual Customer Support Agent, you will be responsible for:
Serve as the primary point of contact for homeowners and residents, assisting them with account inquiries, community information, payment questions, and various support requests
Essential Duties and Responsibilities:
- Answer incoming phone calls and emails from homeowners and residents.
- Assist owners with account-related questions, including balances, payments, past-due amounts, and waiver request processes.
- Provide guidance on registering and navigating the homeowner portal and mobile application.
- Respond to questions regarding community amenities, key cards, architectural review (ARC) applications, violation notices, and general community information.
- Manage and monitor shared email inboxes, ensuring timely responses within established service standards.
- Review and forward invoices received through the invoice inbox to the appropriate departments.
- Assist with vendor invoice research and follow-up as needed.
- Accurately document customer interactions and maintain records in company systems.
- De-escalate challenging situations and provide professional support to frustrated or upset homeowners.
Monday - Friday
Standard time: 08:00 am - 04:00 pm Mexico City time
Daylight saving: 07:00 - 03:00 pm Mexico City time
Minimum requirements
*Only resumes/CVs in English will be reviewed*
- Min. 50 Mbps Internet Speed
- 1 year of experience in Customer Service, Call Center, or a similar roles.
- Bilingual proficiency in English and Spanish (written and verbal).
- High School Diploma or equivalent.
- Experience handling high-volume phone and email communication.
- Able to balance professionalism and empathy while effectively de-escalating calls.
- Comfortable working with technology and learning new systems quickly.
Benefits:
Competitive Salary (According to experience).
Remote Work.
Work Stability.
Computer equipment.
Christmas bonus of 30 days (Aguinaldo).
12 vacation days after the first year.
IMSS.
Major medical insurance since day 1.
After the 3-month probation contract, we add the following:
Minor medical insurance (Clinic may vary according to your city).
Food vouchers (10% of the gross salary).
Restaurant tickets ($2,069 pesos).
Saving fund (8% of the gross salary).
Life Insurance.
Competencies
- Organized
- Independent Worker
- Customer Oriented
- Proactive
- Time Management
- Fast Learner
- Active Listener
- Communication Skills
- Personable
- Tech-Savvy
