Bilingual Customer Care Representative 2

HOLT Group•San Antonio, TX

12d•Onsite

About The Position

Responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat). CCR IIs primarily deliver concierge-level support via specialized customer campaigns. Requires two years of experience and/or demonstrated job-relevant knowledge/skills and values. Relies on documented workflows to perform the functions of the job.

Requirements

High school diploma or equivalent required
Bilingual (Spanish) required
Two years of work-related skill, knowledge, or experience is preferred
Exceptional attention to detail
Excellent Spanish and English oral and written communication skills
Exceptional organizational, time management, and multi-tasking skills
Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization
Intermediate proficiency with Office 365, Salesforce, Live Chat, inContact (or similar contact center application)
Ability to learn and use industry applications and software
Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness
Must be adaptable and flexible, demonstrating abilities to work with process and information changes
Ability to maintain a high level of ethics, teamwork and professionalism while demonstrating a caring attitude toward employees and customers

Nice To Haves

Knowledge of the construction industry

Responsibilities

Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
Provides concierge-level support for specialized campaigns delivering timely, accurate, and legendary customer service via e-mail, live chat and/or phone channel; Must have the ability to comprehensively research and review complex customer requests and provide the best options or assign the customer to the correct subject matter expert
Creates accounts for new leads in CRM tool and assigns them to the appropriate sales team
Manages lead information by obtaining additional information to ensure lead profiles are complete, locate duplicate leads and creating prospect accounts for leads
Coordinates credit application process by submitting applications to the Company’s credit department, communicating the application status to the customer and partnering with sales teams to ensure legendary customer service is provided during the application process
Handles overflow internal and external customers through inbound and outbound phone calls, live chats and email
Performs lead qualification via phone call and email (outbound)
Requires regular and punctual employee attendance
Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
Performs other duties as assigned