Customer Care Representative - Bilingual (Spanish) Preferred

Gas South • Gainesville, FL

1d • Hybrid

About The Position

The Customer Care Representative position at Gas South involves being a trusted advisor and problem-solver who shapes every customer interaction. The role delivers exceptional service across phone, chat, and email channels by guiding customers through billing questions, resolving concerns, enrolling or renewing service, and recommending products that meet their needs. The representative will help drive customer satisfaction by taking ownership of each interaction while also supporting business growth by identifying and converting opportunities through thoughtful engagement and strong product knowledge. A successful candidate is empathetic, relationship-oriented, and motivated by helping customers solve problems. They stay curious, think critically, and seek to understand the "why" behind each customer’s needs to provide thoughtful, accurate support in a fast-paced environment. They connect with customers through clear, professional, and empathetic communication, proactively identifying opportunities to educate customers, resolve concerns, strengthen loyalty, and contribute to long-term customer retention and growth. They are also confident navigating change, proactive in finding solutions, and open to continuous learning and development.

Requirements

• High School Diploma or equivalent
• Experience building trust and using sound judgement to resolve concerns
• Experience identifying customer needs, recommending products and services, and creating tailored solutions
• Ability to adapt quickly to new information, processes, and technologies
• Ability to explain complex information in clear, professional, and customer-friendly language through verbal and written communication
• Ability to use multiple systems, tools, or applications to research information, document details, and complete tasks in real-time

Nice To Haves

• Associate degree or higher
• Bilingual (English/Spanish)

Responsibilities

• Resolve a wide range of customer inquiries, including billing and payment questions, new service enrollments, and service concerns, with accuracy and efficiency
• Proactively identify and act on opportunities to retain customers and convert interactions into enrollments or strengthened relationships through value-added products and services
• Take ownership for fully assisting customers, prioritizing one-contact resolution whenever possible to address customer needs in a single interaction
• Communicate clearly and professionally across phone, chat, and email channels
• De-escalate complex or sensitive customer situations, ensuring positive outcomes and long-term customer trust
• Collaborate with internal teams and escalate issues when appropriate to ensure resolution
• Navigate multiple systems and tools to research, document, and resolve customer needs in real time
• Maintain high standards of quality, accuracy, and productivity in a fast-paced, performance-driven environment
• Take ownership of personal performance, attendance, schedule adherence, and continuous improvement

Benefits

• Full medical, dental, and vision coverage
• Employer-paid life and disability coverage
• Annual employer contributions of up to 12.5% to your 401k
• Remote work options available based on business needs
• Annual performance incentive is a % of annual benchmark based on position level
• Paid four-week sabbatical every five years
• Opportunities to volunteer in the community
• Education assistance up to $5250 per year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED