Bilingual Customer Service Representative

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

📋 Description

• Handle incoming calls from customers seeking assistance with inquiries, orders, product details, billing issues, account maintenance, or technical support.

• Deliver timely, courteous, and precise responses to customer needs.

• Actively listen to customer concerns, pinpoint root causes, and resolve issues utilizing available resources, tools, and knowledge bases.

• Establish rapport and foster positive customer relationships through empathy, patience, and professionalism.

• Keep informed about company products, services, features, pricing, and promotions through training sessions and documentation review.

• Assist customers with orders, returns or exchanges, shipment tracking, and account details.

• Document customer interactions, inquiries, and resolutions in systems or databases.

• Create reports or summaries to monitor performance metrics, trends, and customer feedback.

• Collaborate with sales, marketing, and technical support teams on specialized inquiries and escalations.

• Identify opportunities to enhance processes, procedures, workflows, tools, training, and service delivery.

• Report directly to Kimberly Castillo-Cisneros.

⛳️ Requirements

• High School Diploma.

• Basic experience in customer service and phone handling.

• Strong verbal communication skills, capable of conveying information clearly, concisely, and professionally.

• Active listening skills with the ability to empathize with customers while remaining calm and composed under pressure.

• Excellent problem-solving skills and a commitment to taking ownership of customer issues until they are resolved.

• Familiarity with basic computer applications along with proficiency in typing and data entry.

• Ability to adapt to a demanding environment with shifting priorities and a diverse customer base.

• Commitment to maintaining confidentiality, integrity, and professionalism when handling customer interactions and sensitive information.

• Ability to adhere to a set schedule with the flexibility to work additional hours or modify the schedule to meet business needs.

• Bilingual proficiency in English and Spanish.

🏝️ Benefits

• Medical, Dental, Vision, and Life Insurance.

• Flexible Spending Accounts (Medical and Dependent Care).

• 401(k) Plan with Company Match.

• Generous Paid Time Off.

• 10.5 Paid Holidays.

• Career Development Opportunities.