Customer Service Representative, Bilingual Spanish/English

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

📋 Description

• Respond to incoming phone calls, live chats, and written communications.

• Resolve any issues related to consumer products.

• Assist customers with inquiries about orders, product details, and shipping information.

• Process refunds and replacements with accuracy and efficiency.

• Provide recommendations based on customer needs.

• Manage quality complaints, adverse events, and claims in accordance with Standard Operating Procedures while upholding excellent customer service standards.

• Deliver a high-quality, empathetic customer experience across all channels.

• Handle multiple systems and tasks simultaneously in a dynamic environment.

• Continuously maintain up-to-date knowledge of all company products, services, and promotions.

• Thoroughly and promptly log all customer and contact information using various CRM tools while adhering to compliance standards.

⛳️ Requirements

• Proficient in both Spanish and English (written and spoken).

• Capable of multitasking and efficiently navigating multiple systems.

• Strong verbal and written communication skills with a keen attention to detail, including active listening and reflection aimed at gathering information and providing supportive, consultative problem-solving.

• Must exhibit professional behavior and maintain a courteous, helpful demeanor under stress.

• Familiarity with smartphone technology and applications, along with the ability to maneuver between various computer screens (e.g., CRM Software, ACD System, Email, and Web Browser) while actively listening and entering customer information is essential.

• Prior customer service experience is preferred.

• A college degree is preferred, along with a minimum of 3 years of customer service experience.

• Strong computer skills with experience using multiple software programs.

• Consultative customer service abilities: capable of analyzing a customer's situation and proposing effective solutions.

• Excellent interpersonal, communication, and organizational skills, with the ability to work collaboratively and effectively in a fast-paced setting.

• Strong writing skills and experience in social media management, providing customer service online across various channels (e.g., email, social media, and chat).

• Must have authorization to work in the US without sponsorship.

🏝️ Benefits

• Equipment provided.

• Shift work available between 9:00 AM – 5:00 PM EST or 10:00 AM – 6:00 PM EST.