Bilingual Customer Support Associate (Call Center)

The role

The Customer Support Associate helps individuals manage utilities debt by providing support via phone, email, and text. You will guide clients through relief program applications and assist bilingual clients in English and Spanish.

What you will do

• Respond to client inquiries through phone, email, and text.
• Assist bilingual clients in English and Spanish.
• Escalate complex issues to the appropriate teams.
• Guide clients through applications for relief programs.
• Review documentation to help clients get approved.
• Maintain detailed records of client interactions.
• Contribute to company-wide initiatives and program launches.

Required qualifications

• Bilingual in English and Spanish.
• Genuine empathy.
• Strong communication skills.
• Ability to stay organized while handling multiple inquiries.
• Dependability, organization, and a positive attitude.
• Availability to work on-site full-time in our Fairfield, CA office.

Nice to have

• At least 1 year of experience in a call center or client service role.
• Background in program evaluation and benefits eligibility

Benefits

• Stock options
• 100% Paid Health Coverage for employees and their dependents (medical, dental, and vision)

Before you apply

• Hiring is restricted to US persons, which includes US citizens and permanent residents (e.g., Green Card holders).
• Candidates must reside in the US.
• Company participates in E-Verify.

About the company

Promise modernizes how government agencies and utilities support people in financial difficulty. They build technology to help residents receive benefits, engage with assistance programs, and set up payment plans.