Customer Service Associate Tier II Spanish Bilingual

Purple Wave • Manhattan, KS

16d • Onsite

About The Position

Purple Wave is seeking an enthusiastic Customer Service Associate Tier II - Spanish Bilingual to join their growing team. This role is crucial for providing exceptional external communication with buyers and sellers in both English and Spanish. Responsibilities include bidder education, efficient payment processing, and seamless internal communication. The ideal candidate will be skilled in prioritizing workloads, maintaining composure, displaying professionalism, adapting to change, solving problems, working independently, and paying meticulous attention to detail. This role requires effectively conveying company values, addressing customer concerns, and collaborating with customers to find appropriate solutions.

Purple Wave Auction is a leader in the equipment auction industry, focusing on construction, ag, fleet, and government equipment. They are a data-driven, evolving, and growing organization committed to making the transaction of selling assets Straight, Simple, and Sold. Their core values are trust, team, care, and passion. Purple Wave Auction is the largest no-reserve Internet auction company in the Midwest, with over 300 employees and significant growth in recent years. They invest in technology and progressive techniques to enhance their services and empower employees to solve problems effectively within a family-run business culture. They offer opportunities for continued education through tuition reimbursement and a generous benefits package.

Requirements

• Strong verbal, written, and comprehension skills in both English and Spanish.
• High School Degree or GED, with some college education preferred.
• At least one year of experience in a professional office environment.
• Efficient data entry and computer skills.
• Proven ability to multitask in a fast-paced environment.
• Proficiency in using relevant software.
• Excellent problem-solving and analytical abilities.
• Outstanding communication and interpersonal skills.
• Ability to work independently, demonstrating effective time management and task prioritization.
• Candidates may be requested to complete position specific skills assessments.
• Applicants must be either a U.S. Citizen or eligible to work in the U.S.
• Requires the ability to satisfactorily complete a background check.

Nice To Haves

• Some college education

Responsibilities

• Communicate with customers in English and Spanish across phone, email, chat, and in-person channels, resolving escalated and complex issues in the customer's preferred language.
• Serve as the first point of escalation for Tier I associates, including bilingual Tier I associates handling the SPC IVR queue, chat, and email, independently resolving complex, unresolved, or high-risk customer issues in English and Spanish.
• Serve as the operational backstop absorbing Tier I volume during peak periods, including customer-facing, payment, SPC IVR queue, and coverage duties, with minimal reduction in Tier II SLA expectations.
• Defuse high-stakes or conflict-driven interactions in English or Spanish, including disputes involving payment, timelines, or competing customer interests, by identifying the core issue and driving toward a resolution that protects both the customer relationship and the business.
• Coordinate with Copart Yards on vehicle inspection and removal requests across multiple platforms, managing time-sensitive deadlines that directly affect transaction and partnership completion.
• Notify bidders of item description updates in English or Spanish, often under next-day time pressure ahead of auction close, and manage the resulting bid tree by contacting bidders individually to confirm whether they will retain, modify, or retract their bid, working each bid to resolution before close.
• Communicate removal demand notices in English or Spanish to customers who haven't picked up their item, by phone, email, and at times by certified letter. Work to secure a confirmed pickup date before the deadline, and explain clearly that missing it may result in forfeiting the item with no refund and triggering seller-authorized storage fees.
• Review a customer's request to delete or modify a bid, analyze the full bid tree to determine the appropriate action, and execute that action directly in the system. These decisions have immediate, irreversible impact on auction outcomes for both buyer and seller.
• Resolve sales tax exemption cases that fall outside Tier I's reference resources, independently verifying documentation and applying exemptions in compliance with policy.
• Maintain a 24-hour response turnaround on all customer inquiries in English and Spanish, and complete secondary and dashboard tasks within one to two business days.
• Provide new hire and ongoing training to Tier I associates, including bilingual Tier I associates, on payment, compliance, and system-access procedures as new tools, systems, or requirements are introduced.
• Serve as the real-time point of contact for Tier I questions on complex or ambiguous cases where an immediate decision affects the customer or transaction. This includes payment exceptions, exemption eligibility, bid or removal disputes, and Spanish-language cases requiring escalation.
• Develop and maintain customer service tutorials and reference documentation in English and Spanish to support consistent Tier I performance.
• Periodically provide brief, informal training to other departments on customer service processes or tools, as requested.
• Provide phone, chat, and email support to the Issue Resolution, Collections, and Bidder Qualifications departments on assigned customer cases as requested.
• Track, monitor, and report on department KPIs and metrics weekly in multiple systems, including SPC IVR queue, chat, and email metrics.
• Identify recurring customer issue trends, including those specific to Spanish-speaking customers, and route findings to the appropriate department or manager to drive process or policy improvements.
• Recommend training topics and process improvements based on observed individual and team performance.
• Relay relevant customer or operational information across internal departments as needed to resolve issues.
• Coordinate with team members and management on shared tasks and coverage needs.
• Attend and actively contribute to team meetings and training sessions.
• Complete special projects and additional duties as assigned by management.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan with an employer match up to 4% starting the first day of employment
• Company-paid Life Insurance options for supplemental coverage
• Fully paid Short-Term Disability provided by the Company
• 3 weeks of PTO annually
• Employee Stock Purchase Program (ESPP) - Eligible to purchase company stock at a discount after 90 days of employment, with enrollment opportunities each May and November.
• Opportunities for continued education
• Tuition reimbursement
• Monthly Bonus Program

What This Job Offers

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