Customer Service Representative

firstsourc•Palm Bay, FL

1d•Onsite

About The Position

This role is for a Bilingual Sr. Customer Support Representative (Spanish/English) who will provide support and assistance to fellow partners with their day-to-day customer-facing duties. The representative will also assist in new hire training and onboarding, update/create training materials, and take on a leadership role in the absence of the Customer Support Manager. Key responsibilities include providing information to customers, resolving product or service problems, verifying company information, troubleshooting website issues, and tracking account information. The position requires excellent communication, problem-solving, data entry, and multitasking skills, along with the ability to maintain cooperative working relationships and support a team environment.

Requirements

High school diploma or equivalent
Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
Ability to become familiar with company products and navigate systems in a reasonable amount of time
Ability to communicate effectively verbally and in writing
Ability to understand, problem solve and respond to a customers’ needs in a timely manner
Ability to perform detailed, accurate data entry and meticulous attention to detail
Ability to multi-task, prioritize work and manage own time to meet department goals and deadlines
Ability to maintain cooperative effective working relationships within company
Support a team environment, focused on the greater good and eager to pitch in to help when needed

Nice To Haves

Bilingual (Spanish/English)

Responsibilities

Provide support and assistance to fellow partners that may have questions during their day to day duties assisting customers.
Assist in new hire training and onboarding.
Assist with updating/creating training materials.
Take on a leadership role in the absence of the Customer Support Manager.
Provide information to customers by verifying their request; answering questions; and offering assistance.
Communicate with customers using established phone and email etiquette.
Find a satisfactory solution to a given problem per standard operating procedures.
Resolve product or service problems by clarifying the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem; expedite correction or adjustment; follow up as needed to ensure resolution.
Possible behavior modification on the side of the employee to calm a customer as needed.
Verify company information via governmental websites to set up and maintain accounts daily.
Troubleshoot with customer if customer is having website problems.
Forward call to Tier2 Tech Support if unable to assist.
Track and document account information on various spreadsheets to track daily/monthly trends.
Other duties as assigned.