Customer Service Representative

Customer Service Representative

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