Bilingual Customer Service Representative

Budget:<br /><br />Salary ($42,000 to $48,000 USD annually)<br /><br />Start Date:<br /><br />Immediate<br /><br />Location:<br /><br />28-07 Jackson Avenue, Long Island City, New York 11101<br /><br />Staffing Request<br />Customer Service Executive<br />Core Responsibilities<br /><br />Providing timely and accurate support to riders and driver‑partners via hotline, email, and in‑app chat channels.<br /><br />Resolving a wide range of customer issues including trip disputes, payment discrepancies, account verification, safety concerns, and lost‑and‑found items.<br /><br />Delivering support fluently in both Spanish and English so that Spanish‑speaking riders and driver‑partners receive a seamless, native‑language experience.<br /><br />Documenting all customer interactions accurately in our CRM system while maintaining strict compliance with applicable U.S. and New York State data‑privacy laws, including the NY SHIELD Act.<br /><br />Escalating complex or sensitive cases (e.g., safety incidents, NYC TLC regulatory or complaint matters) to the Team Lead with comprehensive context and documentation.<br /><br />Assisting driver‑partners with onboarding queries, TLC driver license and vehicle documentation checks, and platform navigation support.<br /><br />Requirements<br /><br />High school diploma or equivalent (GED) required; an associate’s or bachelor’s degree is a plus. Candidates with strong customer service experience will be considered.<br /><br />Minimum 1–2 years of frontline customer service experience, preferably in a fast‑paced environment (transport/logistics/tech sectors advantageous).<br /><br />Proficiency in handling high‑volume inquiries across multiple channels simultaneously while maintaining service quality.<br /><br />Fluent Spanish (written and spoken) is required, with native or near‑native proficiency strongly preferred; fluent professional English (written and spoken) is also required, to serve New York City’s diverse rider and driver‑partner base.<br /><br />Solid understanding of U.S. consumer data‑privacy obligations (e.g., the NY SHIELD Act) and a strong commitment to safeguarding customer data.<br /><br />Excellent problem‑solving skills with the ability to de‑escalate tense situations calmly and professionally.<br /><br />Must be legally authorized to work in the United States.<br /><br />Familiarity with CRM systems and comfort working with digital tools/platforms.<br /><br />Flexibility to work rotating shifts, including evenings, weekends, and holidays.<br /><br />Desired Qualifications<br /><br />Prior experience in the ride‑hailing, for‑hire vehicle (FHV), taxi, or broader transportation sector in New York City.<br /><br />Working knowledge of New York City Taxi &amp; Limousine Commission (TLC) rules governing High‑Volume For‑Hire Services (HVFHS), including driver TLC licensing, vehicle licensing, and wheelchair‑accessible‑vehicle (WAV) requirements.<br /><br />Experience handling safety‑related incidents or vulnerable customer situations.<br /><br />Basic proficiency in data entry and reporting to support weekly service metrics tracking.<br /><br />Demonstrated empathy and cultural sensitivity when interacting with riders and driver‑partners from diverse backgrounds.<br /><br />Familiarity with New York City geography across the five boroughs and common rider/driver pain points.<br /><br />Awareness of NYC TLC driver‑pay (minimum earnings) standards and congestion‑pricing rules, and how they affect driver‑partner earnings.<br /><br />#J-18808-Ljbffr