Job Description

The Coats Company is a growing, customer-focused organization dedicated to delivering outstanding service. We are looking for a Bilingual (English/Spanish) Customer Service Representative to join our team. This full-time role follows a hybrid schedule and is based at our headquarters in LaVergne, TN. Candidates must live locally.

As a Customer Service Representative, you will be the primary point of contact for our customers. You will provide timely support, answer questions, and resolve issues to ensure an excellent customer experience. This position requires strong communication, problem-solving skills, and a commitment to high customer satisfaction.

Key Responsibilities:

• Provide exceptional customer service to maintain and grow our client relationships
• Respond to inquiries through phone, email, and chat
• Address customer issues, complaints, and questions promptly
• Handle high volumes of inbound and outbound calls
• Track, document, and manage customer cases using case management tools
• Receive and process domestic and export orders
• Share product information and distribute literature as requested
• Update customers on order status and coordinate work orders
• Dispatch service technicians as needed
• Resolve issues professionally and efficiently
• Process shortages, damages, and service requests
• Keep accurate customer records
• Provide quotes and handle invoices, credits, and debits
• Support teammates and maintain a positive, professional attitude
• Meet or exceed company standards for productivity and accuracy
• Perform other duties as assigned

Qualifications:

Education:

• High school diploma or GED required
• Relevant college coursework or degree preferred

Experience:

• 2+ years of customer service experience; 3–5 years preferred
• Contact center experience is a plus
• Fluent in Spanish (reading, writing and speaking) required

Skills & Abilities:

• Excellent customer service and interpersonal skills
• Strong written and verbal communication skills
• Highly organized with effective time management
• Ability to manage multiple tasks and priorities
• Comfortable navigating multiple computer programs simultaneously
• Strong analytical skills
• Team-oriented

Technical Proficiency:

• Proficient with PCs and Windows-based applications

Professional Traits:

• High integrity and professionalism

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.