Bilingual Certification Operations Assistant

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage daily with a proprietary database to perform a variety of data entry tasks for multiple client submissions, ensuring that all database records are precise, consistent, and up-to-date.

• Provide exceptional customer service to CCOF clients in both Spanish and English through phone and email communications, addressing general inquiries and assisting with the client online portal.

• Independently oversee your workload to ensure tasks are completed on time, meeting deadlines and supporting team objectives. Maintain quality and quantity of work comparable to other Certification Operations Assistants with similar experience.

• Facilitate peer-to-peer training and follow-up for new team members to guarantee their proficiency in their roles and efficiency in contributing to the team's success.

• Manage a shared email inbox daily to upload client submissions into the database, process them, and delegate tasks to Certification staff, including handling rush and expedited requests (high-priority submissions with tight turnaround times). Execute data entry for various client updates such as transitional/organic parcel status changes, additions, renewals, surrenders, and other modifications.

• Handle new client applications, which includes data entry, processing payments, and following up with applicants.

• Address general inquiries from CCOF clients in both Spanish and English, delivering excellent customer service for incoming phone calls and email requests. Accept and transfer calls to the appropriate staff promptly and courteously.

• Support the Front Desk, Accounting, New Applicant Support, and Certification staff by responding to questions regarding client submissions and communications.

• Process inspection report documents and assign them for review.

• Manage requests for Export Certificates and NOP Import Certificates while addressing client questions.

• Assist with team workload by engaging in special projects, updating work instructions, and demonstrating initiative to enhance administrative system efficiencies.

• Participate in and contribute to biweekly Certification Operations Team meetings and recurring staff meetings. Stay informed of current topics, updates, and announcements through internal communications.

• Provide Spanish translations for team members and resources (e.g., email templates and signatures, internal Certification Operations procedures, contextual explanations, and refine email drafts post-machine translation). Review translated materials to ensure they are accurate, maintain an appropriate tone, and are technically correct. Support special projects and participate in Spanish Services meetings as necessary.

⛳️ Requirements

• Bilingual proficiency in English and Spanish, encompassing both written and spoken communication for Spanish-speaking audiences, including clients in the US and Mexico.

• A strong commitment to anti-discrimination and employee well-being. Capability to collaborate effectively with individuals from diverse backgrounds, demographics, and communication styles to cultivate a respectful, inclusive, and professional work environment.

• Critical thinking abilities to independently navigate unfamiliar scenarios and utilize available resources to resolve issues. Flexibility to adapt to change while effectively working within a team, managing shifting priorities, and remaining receptive to new ideas.

• Highly organized, motivated, detail-oriented, with robust time management skills. Ability to prioritize and follow through on tasks with competing deadlines while maintaining high-quality output. Capacity to multitask and handle interruptions throughout the day.

• Professionalism in customer service, demonstrating a courteous and helpful demeanor at all times when interacting with clients.

• Team Collaboration. Consistently contributes to team success by completing tasks, achieving goals, and supporting project outcomes. Exhibits respectful collaboration by actively listening to colleagues, appreciating diverse ideas, and seeking opportunities to enhance processes.

• Proficient typing skills, capable of performing extensive data entry tasks for prolonged periods with accuracy and efficiency. Must show determination to complete repetitive tasks and identify and correct errors that others might overlook, turning them into learning experiences.

• Strong computer skills, including proficiency in Microsoft Outlook, Word, Teams, Excel, and Adobe Acrobat. Ability to learn new software and/or databases quickly. Competence in maintaining accurate database records and creating documents and spreadsheets.

🏝️ Benefits

• Excellent health plans

• 401(k) program

• Generous sick/personal and vacation time