Customer Service Representative - Bilingual Spanish

The Customer Service Representative will support the company’s domestic and international customers via telephone and email by addressing inquiries, resolving complaints, and placing orders.

Responsibilities

• Communicates with and supports customers via telephone and email.
• Establish rapport and demonstrate empathy with customers, making them feel valued.
• Strong sales and persuasion skills, with the ability to identify customer needs and offer suitable product solutions.
• Conducts outbound calls to current and potential customers to share product information, follow up on leads, and drive sales opportunities.
• Assisting customers with professionalism.
• Meeting/exceeding business metrics.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Effectively use internal resources, such as computer systems, online resources, and business partner relationships, to arrive at the right solution for the customer.
• Demonstrating excellent customer service skills with perseverance to resolve issues and process transactions accurately.
• Track and report customer feedback
• Performs other duties as assigned.

Required Skills and Abilities

• 2+ years customer service experience required.
• Bilingual - Spanish required. Professional-level speaking, reading, and writing skills required.
• Excellent communication skills, both verbal and written, including active listening.
• Sales or outbound calling experience.
• Empathy skills to support the challenges of our diverse customers.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Pro-active problem-solving skills.
• Ability to manage challenging situations and conversations.
• Openness to coaching for professional success, as well as growth and development.
• Ability to work the assigned schedule, onsite and on time (7:30 a.m. – 4:00 p.m., Monday – Friday)
• High school diploma or equivalent.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.