Bilingual Customer Support Agent

Chick-fil-A, Inc.•Atlanta, GA

1d•Hybrid

About The Position

The Bilingual Customer Support Agent is the first point of contact for Chick-fil-A customers who need assistance. The agent represents the Chick-fil-A brand through phone, online, and other support channels, providing customer service, troubleshooting, and technical support. The role focuses on resolving customer issues accurately and fully while creating a positive experience through active listening, empathy, advocacy, and clear communication. Agents use customer support systems to open and manage cases, research answers, document interactions, and resolve technical and non-technical questions. They learn a wide range of topics and new initiatives, follow standard procedures while applying sound judgment when exceptions are needed, and maintain relevant Knowledge Centered Services training and certification. Agents also use quality assurance feedback and performance indicators to support their development and improve their work. The position requires attendance at eight weeks of training on a fixed schedule and flexibility to work between 9:00 A.M. and 10:00 P.M. EST. Under Chick-fil-A’s Flexible Futures Model, staff currently work in person at least 8–10 days per month, with the remaining work conducted virtually. Travel requirements are 10%.

Requirements

Experience supporting customers by phone, online, chat, or in person.
Availability to attend eight weeks of training on a fixed schedule.
Flexibility to work between 9:00 A.M. and 10:00 P.M. EST.
Successful completion of initial training.
Dependability in maintaining the work schedule.
Passion for customer service and ownership of the customer experience through full resolution.
Excellent emotional intelligence and written and verbal communication skills.
Resilience.
Aptitude for acquiring new technical and non-technical skills.
Ability to type at least 45 WPM.
Bilingual in Spanish and English.
Associate’s degree.
Required years of experience: 0.

Nice To Haves

0–2+ years of Help Desk or call center experience.
Customer service experience.
Hospitality and/or Chick-fil-A restaurant experience.
Fluency in English and Spanish.
KCS certification.
Bachelor’s degree.

Responsibilities

Resolve technical and non-technical customer inquiries by phone, online, or through other support channels.
Use the Customer Support Management system to open and manage cases, research common answers, resolve questions and issues, and document case notes.
Listen actively, communicate effectively, solve problems, demonstrate empathy, and work efficiently across systems and support channels.
Continuously learn and practice customer service skills.
Follow standard operating procedures and use sound business judgment to determine when exceptions are appropriate.
Tailor communication style to different audiences.
Manage workload independently and efficiently.
Learn new topics and initiatives to provide customers with current, relevant solutions.
Troubleshoot a variety of issues using technology and customer support systems.
Research and understand technical and non-technical information across multiple tools while speaking with customers.
Acquire new technical troubleshooting skills as needed.
Share expertise with others as needed.
Maintain relevant Knowledge Centered Services training and certification.
Use knowledge to resolve customer questions and issues accurately and with quality.
Use Quality Assurance feedback for personal and professional development.
Review KPIs as needed and make improvements to support adequate role performance.