Bilingual (Spanish/English) Customer Service Coach/Team Lead

Cascade Financial Technology Corp Las Vegas, NV, NV
bilingual spanish english customer service coach team lead team coaching training procedures bilingual lead

Bilingual (Spanish/English) Happiness Mentor (Coach/Team Lead)

Our Bilingual Team Leads/Coaches (internally referred to as Happiness Mentor) should possess an overall friendly demeanor, one who enjoys assisting customers and team members alike (review our values at This person will mentor our Happiness Agents in effort to improve their performance through weekly one-on-one coaching sessions, assist and/or lead training classes, assist with customer interactions (including potential escalations), and other job-related duties as assigned or apparent.

To ensure success as a Happiness Mentor, one should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch Happiness Mentor should be a friendly, approachable individual with effective teaching and communication skills.

Core Requirements & Expectations:

  • Reliable attendance and the ability to work a variety of shifts including covering any gaps (standard schedule is subject to change based on business needs). Department hours: 24/7/365

  • Maintains consistent high-quality customer interactions including professional language, limited pauses, frequent personal connections, efficient call times, and a friendly helpful demeanor allowing the Mentors call interactions to serve as excellent examples for training and coaching purposes.

  • Help with escalations, complaints, and reporting with ease while maintaining a professional and courteous manner balancing customer needs and company policies to reach an effective resolution.

  • Side-by-sides - Mentors Happiness Agents to maximize performance with customer interactions in verbal and written format including but not limited to, de-escalation processes, enthusiasm, personal connection, active listening/proofreading, professional language, efficient call times, email formatting, and ensure all procedures are followed.

  • Review and analyze performance reports including Agent Quality Assurance Log of ticket critiques, add feedback into the document and review areas of improvement during one-on-one coaching sessions including action plans and/or focus goals, correct any errors and provide coaching that is instructive and delivered in a helpful manner.

  • Reviews and understands Cascade Values, the needs of Account Holders and internal Employees to make updates to procedures, Knowledge Base Articles/training, daily tasks, and coaching as appropriate.

  • Contribute to performance action plans and reviews.

  • Help compile information for updates and procedures; update documentation for training as needed.

  • Communicate effectively, efficiently, and professionally with the team and other departments as needed

Basic Skills:

  • Works well independently and in team environments

  • Able to multitask, prioritize and manage time efficiently

  • Strong Bilingual verbal and written communication skills

  • Excellent leadership, team building, and managerial skills

  • Expected to participate in, and as applicable help plan and implement Team Spirit Events or Company Events and encourages participation from all team members.

  • Experience handling secure information (i.e. HIPAA or PCI Security) is a plus

Minimum Qualifications:

  • Fluent in Spanish and English - all formats - written and spoken

  • High school diploma or G.E.D.

  • Minimum of 3 years of customer service call center experience.Minimum of 1 year of supervisory experience or experience in a lead role


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