Bilingual Customer Care Specialist (English & Spanish) - Remote job in Costa Rica only

ABOUT UA/UNIFORM ADVANTAGE BRANDS For over 41 years, UA Brands has been synonymous with fashion-forward specialty apparel for the medical and culinary professions. We are proud to support our valued customers - true heroes giving back with every shift. Our culture includes a long history of philanthropy and community support. Our strong values and unique culture are built on collaborating not merely as coworkers, but as family and friends. From the beginning, we provide candidates with an authentic look into how UA Brands embraces their skills and perspectives, all in ways that continue to set us apart.   As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020. While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient WeWork building with wonderful co-working space, most of our global team members in Costa Rica are able to work exclusively from home. ABOUT THE ROLE Are you an experienced bilingual customer service professional who takes pride in delivering exceptional customer experiences? Do you enjoy solving complex problems, taking ownership of customer needs, and consistently exceeding expectations?.  UA Brands is looking for talented, motivated, and customer-focused professionals to join our growing international Customer Care team. This is more than a traditional customer service position. We're looking for individuals who demonstrate strong judgment, exceptional communication skills, attention to detail, and a genuine commitment to providing outstanding service. As a Bilingual Customer Care Specialist, you'll support customers across the United States through phone, email, and chat while representing brands trusted by healthcare and culinary professionals. If you're passionate about helping others, thrive in a performance-driven environment, and are looking for a company where your contributions are recognized, we'd love to hear from you! WHAT YOU’LL DO Deliver Exceptional Customer Experiences

• Provide professional, personalized, and empathetic customer support through inbound phone calls, emails, and live chats in English and Spanish.
• Actively listen to customers, identify their needs, and deliver accurate, effective, and timely solutions.
• Building customer confidence through clear communication, accountability, and a genuine commitment to service excellence.

Take Ownership and Solve Problems

• Take end-to-end ownership of customer inquiries, ensuring appropriate resolution and follow-up.
• Independently research and resolve customer concerns involving order placement, modifications, shipping, billing, refunds, returns, and product information.
• Exercise sound judgment when balancing customer satisfaction with company policies and business objectives.
• Identify opportunities to prevent repeat contacts and improve the overall customer experience.

Maintain High-Performance Standards

• Consistently meet established quality, productivity, accuracy, and customer service expectations.
• Effectively manage multiple systems and customer interactions while maintaining attention to detail.
• Maintain accurate and complete documentation of customer interactions.
• Handle sensitive customer and payment information responsibly, following company security and confidentiality standards.
• Demonstrate reliability, accountability, and adherence to assigned schedules.

Collaborate and Continuously Improve

• Work collaboratively with team members, supervisors, and internal departments to resolve customer concerns.
• Demonstrate openness to feedback, coaching, and continuous professional development.
• Adapt quickly to new processes, technologies, and business priorities.
• Support special projects and cross-functional initiatives as business needs require.

What makes you a great fit We're looking for professionals who will bring more than customer service experience. Our ideal candidates demonstrate:

• Exceptional bilingual communication: Excellent verbal and written communication skills in English and Spanish, with the ability to communicate naturally and professionally with US customers.
• Customer-first mindset: A genuine desire to understand customer needs, provide meaningful solutions, and create positive experiences.
• Strong problem-solving skills: The ability to research, analyze, and resolve complex situations with minimal supervision.
• Ownership and accountability: A commitment to following through on customer needs and delivering accurate, timely resolutions.
• Emotional intelligence: The ability to remain calm, empathetic, and professional when handling challenging conversations.
• Attention to detail: Strong accuracy when processing orders, handling customer information, and documenting interactions.
• Adaptability: Confidence navigating multiple systems, changing priorities, and different customer communication channels.
• Results-oriented mindset: Motivation to achieve performance goals while maintaining exceptional service quality.
• Teamwork: A collaborative attitude and willingness to support colleagues and contribute to team success.
• Self-management: The discipline, organization, and reliability needed to succeed in a fully remote environment.

WHAT YOU’LL BRING

• Bilingual (English & Spanish) is required for this position. Must demonstrate the ability to read, speak, and write in English.
• Advanced English proficiency (C1 or C2) with excellent verbal and written communication skills.
• Advanced or native-level Spanish proficiency (C2 or equivalent).
• This role requires flexibility to support U.S. business hours, including weekends, holidays, and occasional overtime based on business needs. Willingness to work occasional overtime based on business needs.
• Prior experience working in a remote environment.
• Quiet, private, distraction-free home workspace with no conflicting responsibilities during scheduled shifts.
• Minimum Internet Speed: 100 Mbps upload/download.
• Minimum 2 years of customer service experience in a contact center environment, preferably supporting US-based customers.
• Experience handling customer interactions through phone, email, and/or live chat, with the ability to support all three channels.
• Minimum typing speed of 40 words per minute (WPM) with strong accuracy.
• Experience supporting US retail, e-commerce, or consumer-facing businesses is strongly preferred.
• Strong computer proficiency and the ability to navigate multiple applications simultaneously.
• Experience working independently in a remote environment.
• Strong organizational, time-management, and multitasking skills.

WORKSPACE REQUIREMENTS

• A quiet, private, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. With 100 MBPS Internet speed (upload/download)

  WHERE YOU’LL WORK REMOTE – Work from Home This is a 100% remote position based in Costa Rica. To ensure reliable and professional customer experience, candidates must have:

• A quiet, private, and professional workspace free from background noise and distractions.
• A stable, reliable internet connection with a minimum of 100 Mbps download and upload speeds.
• Reliable electrical service.
• The ability to maintain confidentiality and protect customer information while working remotely.
• Full availability and focus during scheduled working hours, without conflicting responsibilities.
• Company-provided computer equipment will be supplied for business use.

  BENEFITS & PERKS Your Performance Deserves Recognition

• Competitive salary.
• Quality assurance incentive programs recognizing service excellence.
• Perfect attendance incentives reward reliability and commitment.
• Employee recognition programs celebrating outstanding contributions.

Grow Your Career

• Career advancement and internal promotion opportunities.
• Ongoing coaching, training, and professional development.
• Opportunities to develop skills across customer care, quality assurance, training, and leadership functions.
• Exposure to international retail and e-commerce operations.

Enjoy the Advantages of Remote Work

• 100% work-from-home opportunity.
• No daily commute or associated transportation expenses.
• Company-provided computer equipment.
• Established work schedules aligned with business requirements.

Additional Benefits

• Statutory benefits in accordance with Costa Rican labor law.
• Employee discounts on company merchandise.
• Employee referral bonus opportunities.
• Overtime opportunities based on operational needs.
• Team engagement activities, recognition events, and employee celebrations.
• Collaborative and supportive international team environment.
• Private Medical Insurance
• Employee Assistance Program

Incentives, overtime, and other benefits are subject to eligibility requirements and applicable company policies.   UA IS AN EQUAL OPPORTUNITY EMPLOYER As an employee of any UA Brands division, you will be part of an established and dynamic organization. We believe that success starts from within, and we are seeking individuals who thrive in an environment that encourages and supports self-management. To provide equal employment and advancement opportunities to all individuals, employment decisions at UA Brands will be based on merit, qualifications, and abilities. UA Brands does not discriminate in employment opportunities or practices based on race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. UA Brands will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in undue hardship.