Customer Service Representative (Bilingual Spanish/English) - Remote

Premier NX•Dallas, TX

6d•Remote

About The Position

Premier NX is seeking a detail-oriented and customer-focused Bilingual Spanish/English Customer Service Representative to support a well-known global brand in consumer products. The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, email and live chat. The Representative will assist Spanish and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently. The contact center provides extraordinary service, and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. Candidates are required to meet specific employment conditions, including having a private workspace and a minimum internet service of 100 MBPS download speed. This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward. Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding. The training process is intense and requires self-discipline, including independent reading and remote training on systems, SOPs, and product knowledge.

Requirements

Fluent in Spanish and English (written and spoken).
Ability to multitask and navigate multiple systems efficiently.
Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.
Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.
Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.
College degree preferred with minimum of 3 years customer service experience.
Strong computer experience working on multiple software programs.
Consultative customer service skills: ability to analyze a customer’s situation and present a solution.
Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment.
Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat).
Must be authorized to work in the US without sponsorship.

Nice To Haves

Previous customer service experience preferred.

Responsibilities

Answer incoming phone calls, live chats, and respond to written communication.
Troubleshoot any issues related to the consumer product.
Assist consumers with order inquiries, product information, and shipping updates.
Process refunds and replacements accurately and efficiently.
Make recommendations based on consumer’s needs.
Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
Deliver a high-quality, empathetic customer experience across all channels.
Manage multiple systems and tasks simultaneously in a fast-paced environment.
Continually maintain working knowledge of all company products, services, and promotions.
Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.