Customer Care Specialist - Bilingual
About The Position
We are looking for an experienced Customer Care Specialist to join our customer service team. As a Bilingual Customer Care Specialist, you will utilize the company work order management system to effectively schedule Service Technicians and ensure that customer commitments are met. This includes dispatching Service Technicians according to the schedule, receiving customer calls and adjusting schedule as required, successfully completing calls, and creating accurate completed work order records ready to be priced and invoiced. At Colt, our customers rely on us to keep their business running, our Customer Care Specialist are an integral part of ensuring that we meet and exceed this expectation. In this critical role, the Customer Care Specialist will be trusted to use their experience and knowledge to provide excellent customer service, ensuring the customer’s facility maintenance problem is quickly and efficiently resolved. Customer Care Specialist Successful candidates for the role of Customer Care Specialist are highly motivated and are able to solve problems. Our Customer Care Specialist are knowledgeable and go above and beyond in providing a high level of customer service to our customers.
Requirements
- High School Diploma or GED
- Three or more years of experience in facilities maintenance, logistics or related field.
- One or more years of experience working in a fast-paced customer service environment requiring heavy telephone, e-mail interaction.
- Strong ability to meet deadlines and multi-task
- Working knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet Explorer
- Excellent negotiation and communication skills
- Ability to pass a background check and drug screen
- Bilingual in English and Spanish
Responsibilities
- Develops professional customer relationships by providing daily updates on open work orders via customer portal, email, and verbal communication
- Drafts and submits proposals
- Manages and monitors the dispatch board by Actions Dates and IVR throughout the day and dispatches open calls accordingly
- Manages and dispatches appropriate service technician/subcontractor to satisfy customer service request based on skills, nature of the request, location of request, and location of technician/subcontractor
- Provides status updates on each work order to customers including pictures and appropriate documentation/notes
- Creates purchase orders
- Negotiates rates with subcontractors
- Responsible for resolving billing discrepancy issues/questions
Benefits
- Medical, Dental, and Vision Insurance with a generous portion paid for by the company
- Company Paid Basic Life Insurance and Short- and Long-Term Disability
- 401(k) Retirement Plan with Company Match
- Paid Vacations and Personal Days
- Paid Holidays and Sick Days
- Personal Cell Phone Service Discount through Company Cell Phone Carrier
- Opportunity for career growth!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
