Spanish/English – Customer Service Representatives

Remote from: Canada
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 6 Jul 2026
Apply before: 6 Aug 2026
Experience level: Entry-Level
Junior
Views / Applies: 38 / 3

About company

About Sutherland

Unlocking Possibilities, Transformative Outcomes, and Enduring Relationships

Outsourcing/Offshoring
1986

Actively Hiring

AI Summary

Sutherland is hiring a remote Bilingual (Spanish/English) Customer Service Representative for a streaming service client. The role involves handling inbound customer inquiries via phone and email, troubleshooting billing and technical issues, and providing a positive customer experience. Candidates need strong communication skills, basic tech knowledge, and the ability to multitask. This position offers medical benefits, paid training, and advancement opportunities, but is open only to Canadian residents. The ideal candidate is a problem-solver who enjoys helping others and is comfortable with streaming technology.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires handling a variety of customer issues in two languages, but it is scripted and structured, making it moderately difficult.

Salary Analysis

AI Insight The offered salary is not specified in the job listing, but the role likely offers a typical market range for bilingual customer service representatives in the US. The estimated median of $38,000 is competitive for entry-level positions with growth opportunities.

Core Skills Required

Bilingual Spanish/English Customer Service Streaming Support Troubleshooting Communication Skills Problem Solving Multitasking Tech-Savvy Microsoft Office Typing Skills

Cover Letter Sample

Dear Hiring Manager,

I am thrilled to apply for the Bilingual Customer Service Representative position at Sutherland. With fluency in both Spanish and English and a passion for helping others, I am confident I can deliver exceptional support to your streaming service clients.

My background includes over two years of customer service experience, where I have honed my troubleshooting skills with mobile devices and streaming technology. I am accustomed to fast-paced environments and excel at turning frustrated customers into satisfied ones through active listening and effective problem-solving.

I am eager to bring my bilingual abilities and tech-savvy nature to Sutherland’s team. Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your company’s success.

Sincerely,
[Your Name]

Sample Interview Questions

Describe a time when you had to handle a difficult customer over the phone. How did you resolve the issue?

I once dealt with a customer who was frustrated because their streaming service kept buffering. I actively listened, apologized for the inconvenience, and calmly guided them through troubleshooting steps. By checking their internet connection and resetting the router, we resolved the issue, and the customer thanked me for my patience.

How do you prioritize tasks when handling multiple customer inquiries simultaneously?

I assess the urgency of each issue. For example, if a customer has a billing problem and another has a technical issue, I might address the billing query first if it requires immediate action. I also use notes and ticket systems to track each interaction and ensure nothing is missed.

Can you explain the difference between a router and a modem to a non-technical customer?

I would say: 'A modem brings the internet into your home from your provider, while a router shares that internet connection wirelessly to your devices. Think of the modem as the door and the router as the hallway that leads to different rooms.'

Why do you want to work for Sutherland specifically?

I admire Sutherland's reputation for innovation and employee development. The opportunity to work remotely and support a major streaming service aligns with my skills and interests. I am also excited by the company's commitment to promoting from within.

How do you stay motivated during repetitive tasks or long shifts?

I set small goals for myself, like resolving a certain number of calls per hour or getting positive feedback. I also remind myself that each interaction is a chance to make someone's day better. Taking short breaks to stretch and hydrate helps me maintain energy and focus.

Company Description

Can people hear you smiling over the phone? Do you know how to turn someone’s day around, no matter how down or frustrated they are? Are you the go-to person, among your friends and family, for help with mobile devices and streaming technology? Do you speak Spanish and English

Join Us.

We’re Sutherland and we’re hiring Customer Service Representatives to provide outstanding and personal support to customers of one of our customers, an exciting streaming service that hosts some of the best content out there. This is a remote, work from home position.

Job Description

As a Bilingual Customer Service Representative, you will provide inbound customer care, primarily over the phone and email. You’ll bring your expertise in streaming support to deliver exceptional customer service and solutions to resolve billing issues, troubleshoot errors and concerns, and guide customers to the products and services that will best meet their entertainment needs.

This is the job for you if:

You are the go-to person to help troubleshoot tech problems.
You leverage streaming services regularly.
You excel at handling customer inquiries of varying types.
You are an active listener and enjoy building rapport with customers.
You are energized by the opportunity to learn new things, perform at a high level in a team environment and creatively solve problems.
You leverage two-way feedback to enhance your performance.

What we offer:

Medical, dental and vision benefits
Paid training & PTO
Advancement opportunities – 80% of our frontline leaders have been promoted from within
Monthly company reward & recognition programs
Employee Discounts
EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Qualifications

Bilingual in Spanish/English (testing verification will be required)
An understanding of basic computer and home networking terminology (i.e. operating systems, routers, etc.)
Efficient and accurate typing skills (at least 30 words per minute)
Experience using a streaming player or gaming system
Excellent verbal and written communication skills and are a strong multitasker
Driven by solving problems and meeting goals
Familiar with Microsoft Office tools
Experience in customer service and sales
High school diploma or equivalent

We will provide equipment, however to work from home, you must have:

Excellent Internet connectivity:
- Internet access speeds of at least 2 MBPS upload and 10 MBPS download – the faster the better!
- In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
A quiet and distraction-free, secure place to work.

Additional Information

IMPORTANT NOTE: This job is open only to residents of Canada, and you must be authorized to work in Canada in order to be considered for employment.
About us:

As a digital transformation company — and Great Place to Work certified — Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.

Apply now >