Customer Engagement Rep II

Grupo Ferré Rangel•Ceiba, PR

8d•Onsite

About The Position

The Customer Engagement Rep II position is a Full time, Regular position. It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Grupo Ferré Rangel is a diversified, multi-generational, family-owned company committed to leading Puerto Rico, and the communities in which it operates, to a sustainable and prosperous future. Our Purpose: To enhance and enrich the lives of Puerto Ricans, and the communities we serve, every day and in every interaction. Our Legacy: +100 years of history, 8 industries, 4 generations Iron, Cement, Newspaper, Printing, Media, Real Estate, Customer Service, Energy.

Requirements

60 college credits or more, equivalent to 2 years or more of university-level studies.
Minimum of one (1) year in customer service.
Demonstrate empathy and kindness in customer interactions.
Identify needs and offer appropriate solutions.
Register and follow up on cases in line with defined procedures.
Communicate service availability and eligibility to clients.
Maintain up-to-date records in the database.
Excellent organizational and leadership skills.
Ability to set priorities and manage time effectively.
Teamwork and ability to work under pressure.
Strong interpersonal communication.
Proficiency in English and Spanish (written and verbal).
Knowledge of Microsoft Office (Word, Outlook, PowerPoint, Excel, Access).
Familiarity with general office equipment.
Experience utilizing Microsoft Office products (MS Word, Excel, and Outlook).
Bilingual (writing, conversational and reading comprehension in English and Spanish).

Responsibilities

Receive inbound calls to guide customers, process service orders, register claims, cancel accounts, and more.
Guide customers on products, services, and pricing; respond to related inquiries.
Apply customer service skills to identify needs and resolve issues.
Collect and input customer information into the system.
Document interactions and agreements with customers.
Review and confirm agreements made with the customer at the end of each interaction.
Ensure customer satisfaction in alignment with service standards.
Use and care for assigned resources such as workstations, computers, and headsets responsibly.
Maintain ethical conduct and confidentiality regarding the project, operations, and databases.
Follow project policies and quality assurance procedures.
Complies fully and consistently with the Company's standards, policies, and procedures and the local and federal laws applicable to our industry, business, and employment practices.
May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document.