Customer Support Representative

Location: Doral Corporate Office | Reports to: Victor Alonso

Role Summary The Customer Support Representative is responsible for delivering exceptional service and support to customers via phone, email, and chat. This role serves as the frontline of the company, ensuring customer needs are met with professionalism, empathy, and efficiency. The agent will resolve issues, answer inquiries, and ensure a positive experience that reflects the company’s standards and values.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, or other communication channels.
• Resolve customer issues efficiently and accurately while maintaining a positive attitude.
• Provide product/service information and troubleshooting support.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Document all interactions and resolutions in the CRM or ticketing system.
• Stay up to date on products, services, policies, and system updates.
• Meet individual performance metrics and quality standards.
• Identify opportunities to improve processes and enhance the customer experience.

Core Competencies

• Empathy & Active Listening
• Communication
• Problem Solving
• Adaptability
• Team Collaboration
• Customer Focus
• Attention to Detail

Physical Requirements

• Prolonged periods of sitting and computer use.

Qualifications Qualifications:

• 1+ year of experience in a customer service or call center environment preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and empathetic in high-pressure situations.
• Proficient in basic computer skills and CRM systems.
• Flexible and adaptable to change in a fast-paced environment.

Preferred

• Bilingual (English/Spanish)