Senior Process Associate-Customer Service

Customer Services Representative - Spanish Bi Lingual

Job Position: Customer Service Representative (Spanish Bilingual)
Job Hours: 8-hour shift between 8:00 AM - 8:00 PM (EST), Monday-Friday. Must be flexible to work any of those hours.
Job Location: Winston Salem, NC- Remote 3 weeks, In office 3-4 days a month
Job Summary
Customer Service Representatives are responsible for making outbound or taking inbound customer calls in an automated, high-volume call center environment. They serve as the "Beverage Expert" for an assigned customer base, taking replenishment orders and selling new products and promotions to help grow account profit, revenue, and/or traffic. Increasing the client's volume and profit is the primary job accountability. This position requires Spanish and English bilingual proficiency (spoken and written).
Customer Service Representatives are responsible for handling, via telephone, routine customer service inquiries as well as escalation calls related to product sales and delivery issues. Sales Reps are expected to turn calls into positive experiences for customers using best call guidelines, and to exhibit active involvement and support of their team.
Job responsibilities include adhering to an assigned schedule, addressing or escalating customer issues according to procedure, and selling beverages to established and new customers. Candidates should be able to use issue resolution and follow-up to handle a wide variety of questions, issues, and customer service needs with seamless coordination and communication.
Qualifications
Basic

• Minimum of 12 months of Customer Services or in a customer facing role
• High school diploma or GED required

Preferred

• Must be bilingual in Spanish and English (spoken and written) - required for this position
• Experience in an automated, high-volume outbound/inbound call center environment
• Experience handling escalation calls and resolving delivery or product issues
• Proven track record of maintaining accurate and complete customer orders
• Experience using issue resolution and follow-up techniques to manage customer relationships
• Ability to work collaboratively and support team operations

Who We Are
Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.