Bilingual CCR - Spanish

Alta Resources•Brea, CA

4d•Onsite

About The Position

The Spanish Bilingual Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound phone calls, email, chat, letter, fax, mail and sample fulfillment, data entry, surveys, validation of orders, and social media. Additional duties may include updating reports, assist in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.

Requirements

High school diploma or equivalent (GED, HSED) required.
Must be fluent in Spanish & English, French & English, or German & English as required by role.
Previous work experience in customer service, sales, training, or member retention required.
Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time.
Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
Polished phone demeanor, tone and etiquette is required.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Post high school education is preferred.
Industry experience or any other service related industry experience is a plus.
Beginner to Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is desired.
Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook.
Must be able to effectively and efficiently utilize multiple Internet search windows.
Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

Responsibilities

Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
May identify potential sales opportunities with customers regarding their product needs, or up selling related products.
May translate and interpret foreign language(s) into English, and vice versa.
Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
Takes the initiative to obtain and consistently upgrade product knowledge.
Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature.
Report any training needs or system error/discrepancies to the supervisor.
Complete other tasks as deemed appropriate by supervisor.
Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.