Bilingual Customer Service Lead (Remote)

Job Summary
As a Bilingual Onboarding Lead, you’ll guide new hires through their first 30 days—acting as a mentor, coach, and go-to support as they transition from training to production. You’ll work closely with trainers and team leaders to reinforce learning, track progress, and help new team members build confidence and skills.

About the Company:
Endurance Warranty is one of the fastest-growing companies in auto protection, and our team is the reason why. For nearly 15 years, we’ve helped drivers across the country avoid costly repair bills with trusted coverage and customer-first service.

Responsibilities:

• Join the final day of new hire training to support onboarding.
• Shadow live calls and offer real-time coaching and feedback.
• Assist with escalated or complex calls to support new reps.
• Maintain onboarding logs and track performance through InContact.
• Align with team leads on coaching priorities and performance trends.
• Share daily summaries with leadership on progress and challenges.
• Provide weekly insights to help improve training content.
• Lead training sessions as needed and support curriculum updates.
• Audit calls to identify trends, errors, and missed opportunities.
• Stay current on policies, tools, and procedures.
• Actively participate in chats, emails, meetings, and phone calls.
• Use your camera during training and meetings to stay engaged.
• Join team meetings and contribute to shared projects.
• Create action plans to support the transition after onboarding.
• Track key performance metrics and report on trends.
• Give constructive feedback to help teammates grow.
• Support other tasks as assigned.

Qualifications

• Strong verbal and written communication skills.
• Bilingual fluency in Spanish is required.
• Solid understanding of contract terms, policies, and procedures, especially in customer service.
• Consistently model ideal behavior and follow established processes.
• High personal integrity and a strong ethical foundation.
• Ability to stay calm and effective under pressure.
• Goal-driven with strong task management skills.
• Well-organized with good time management habits.
• Reliable, punctual, and committed to excellent attendance.
• Familiarity with automotive systems and terminology.
• Strong critical thinking and confident decision-making.
• Excellent customer service and interpersonal skills.
• Flexible and open to change.
• Collaborative and team-oriented mindset.

Physical Requirements

• Able to sit or stand for long periods and perform repetitive tasks.
• Comfortable using hands for typing, handling equipment, and reaching.
• Able to view a computer screen and communicate clearly for extended periods.
• Regularly use office equipment, email, phones, and messaging tools.
• Must be able to lift up to 25 pounds.

Our Benefits Include:

• Salary of $23 per hour
• Paid training
• Work From Home Opportunity
• Computer Equipment Provided and Internet Stipend
• 401(k) with company match after 90 days of employment
• Medical, Dental, and Vision Insurance
• Voluntary Life Insurance
• Paid Time Off

Endurance Warranty Services is an equal opportunity employer & an E-Verify Company
The candidate(s) offered this position will be required to submit to a background investigation.
Candidates must pass a pre-employment Background Check.