Customer Service Representative

About the job

Bilingual Sr. Customer Support Representative - (Spanish/English) $19.50/hr

Onsite located at 2330 Commerce Park Dr. NE, Palm Bay, FL 32905

Essential Job Functions: • 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. Position 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