National Customer Care Representative, Bilingual

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Conduct thorough investigations, diagnoses, and troubleshooting of donor inquiries and issues, providing appropriate solutions and alternatives while complying with response times and guidelines to ensure prompt resolution follow-up.

• Build enduring relationships with donors and potential donors through various interactive communication channels, including websites, chat, text, email, and phone.

• Recognize recurring system or application problems and escalate them to the leadership team.

• Address escalated issues pertaining to the donor portal, donor store, and website troubleshooting.

• Aid in donor scheduling.

• Monitor and evaluate customer feedback.

⛳️ Requirements

• High school diploma or GED is required.

• Bilingual (Spanish) is strongly preferred.

• A minimum of two years of contact or call center experience is required.

• At least one year of experience in text, chat, social media, and website support is preferred.

• One year of technical customer service experience, such as password resets or creating usernames, along with establishing donor portal and store accounts is preferred.

• Must possess the skills and abilities necessary to successfully carry out all assigned duties and responsibilities.

• Must be capable of maintaining confidentiality.

• Effective oral and written communication skills are essential.

• Candidates must pass a grammar assessment.

• Proficiency in computer skills across various platforms, including website support, live chat, and text platforms, is required.

• Ability to think independently and manage multiple tasks effectively.

• Flexibility to work evenings and weekends is necessary.

• Strong customer service and interpersonal skills are a must.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• 401(k) retirement savings plan with a 5% company match.

• Tuition assistance and opportunities for professional development.

• Access to employee assistance and wellness resources.

• Commitment to work-life balance through generous paid time off, paid holidays, and wellness-focused benefits.

• Health savings and flexible spending accounts.

• Programs for employee recognition and service awards.

• Discounted event tickets, gym memberships, Hinge Health support, and exclusive offers for employees.