Bilingual Customer Care Representative 2

HOLT Group•San Antonio, TX

12d•Onsite

About The Position

This role is responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat). Bilingual (English/Spanish) is required. CCR II’s are primarily responsible for driving concierge-level support via specialized customer campaigns. This position requires two years of experience and/or demonstrated job-relevant knowledge/skills and values. The role relies on documented workflows to perform its functions.

Requirements

High school diploma or equivalent required.
Two years of work-related skill, knowledge, or experience is required.
Bilingual (Spanish) required.

Nice To Haves

Four or more years of work-related skill, knowledge, or experience is preferred.

Responsibilities

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.