Bilingual Customer Experience Associate (In-Person)

Bilingual Customer Experience Associate (In-Person)

As a Customer Service Experience Associate, you'll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You'll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today's environment it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

Department: Call Center/Tech Support

Employment Type: Full Time

Location: Port Saint Lucie, Florida

Workplace type: Onsite

Reporting To: Senior Manager, Customer Experience

Key Responsibilities

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• In addition to in-person customers, you will assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
• Communicate with leadership regarding concerns brought up by customers.
• Be flexible and open to change.
• Available during office hours, Mon-Friday 8:30am-5pm.

Skills, Knowledge & Expertise

• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.
• Very comfortable working with computers, multiple screens, customer databases.
• Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value.
• Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving.
• Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope.
• Must be able to work in a fast-paced, structured, dynamic, and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers.
• Demonstrates ability to achieve established goals and performance metrics.
• High focus on attendance and being punctual. Office is open Mon-Friday 8:30am-5pm.
• Ability to work independently but seeks leadership support when necessary.
• Bilingual English/Spanish a plus.
• Ability to effectively present information and respond to questions from customers and technicians.
• High School Diploma or equivalent
• 2 years related experience.
• Customer/Client Focus you enjoy solving problems and helping customers.
• Flexibility and Adaptability.
• Teamwork Capacity.
• Technical Capacity comfortable learning new systems and a fast learner.
• Typing- minimum 25 wpm.
• Punctual and Good Attendance.

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP

About Blue Stream Fiber

Blue Stream Fiber has over 45 years of industry experience, servicing Florida with amazing internet, TV, and phone products. We are the best in state, but that isn't the only reason to choose us. We constructed our own advanced fiber network to deliver an innovative array of products supported by a best-in-class customer service. Our team operates with a clear mission: based locally means we act locally. We take pride in thinking and acting with the customer in mind knowing they could be our neighbor, our friend or even our own family. Our team is passionate about and dedicated to ensuring our customers and neighbors receive the most reliable services that will enrich their lives. When you need us, our customer service and technical support team members based in Coral Springs, Indiantown, Orlando and Port St. Lucie are ready to assist you.

Our Hiring Process

Stage 1: Applied

Stage 2: Recruiter Interview

Stage 3: 1st Interview

Stage 4: 2nd Interview

Stage 5: Offer

Stage 6: Hired

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