CRG · 1 day ago
Lead Bilingual (Spanish) Customer Service Representative
Chesapeake, VA
Contract
Onsite
Mid, Senior Level
$21/hr - $21/hr
3+ years expCRG is seeking a Lead Bilingual (Spanish) Customer Service Representative for a dispatch-heavy role in a fast-paced delivery warehouse. The role involves real-time problem solving and communication between driver teams and customers, ensuring efficient operations and addressing escalations.
Staffing & Recruiting
Hiring Manager
Abigail Dixon
Responsibilities
Monitor 6-10 daily routes and stay in direct phone contact with driver teams during deliveries
Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant
Maintain real-time awareness of route exceptions, delays, and customer escalations
Communicate with customers during in-home deliveries when drivers need assistance explaining services
De-escalate complaints and clarify expectations
Act as a liaison between the customer and driver teams to preserve the experience and protect the brand
Direct driver teams returning from their routes on trash segregation and haul-away drop zones
Ensure drivers complete the check-in process before leaving
Identify and report any non-compliance or missing assets
Serve as lead over CSR support staff during shift; provide direction and escalation support
Capture daily service disruptions, late departures, and unscanned badges
Share key issues and recommendations with the Ops Manager for follow-up
Qualification
Required
Fluent in Spanish and English — must be able to speak, listen, and translate clearly in both languages
3+ years in dispatch, field operations, or logistics (appliance/furniture preferred)
Strong phone presence — assertive, calm under pressure, and capable of influencing others
Comfort working in a warehouse environment with live driver communication
Reliable and professional demeanor — this is a customer-facing position, even if you're behind the scenes
Preferred
Prior work in appliance installation, furniture assembly, or handyman/trade roles
Previous leadership experience in a dispatch, warehouse, or delivery setting
Familiarity with Descartes Route Planner, CLX, or other TMS systems
Company
CRG
CRG Corporation is a national Executive Search firm and Staffing agency. For the past three decades, we have supported corporations across the U.S.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jason S. Heller
Chief Operating Officer & Managing Partner
Dianne Gold
Managing Partner
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