Job Summary
The Customer Service Representative is responsible for providing timely, accurate, and professional support to customers. This role fields inquiries by phone, email, and chat, resolves or escalates issues, updates customer accounts, and maintains high standards of service quality. The position does not require any professional licensing.
Key Responsibilities
- Answer incoming customer inquiries and requests via phone, email, and chat in a courteous and efficient manner.
- Resolve customer concerns by explaining policies, troubleshooting basic issues, and offering appropriate solutions.
- Document customer interactions and outcomes in the company’s ticketing/CRM system.
- Identify, research, and escalate complex or unresolved issues to the appropriate team or supervisor.
- Process routine customer actions such as:
- Updating account information (name, address, contact details)
- Confirming order or service status
- Handling billing questions within approved guidelines
- Coordinating basic account changes and confirmations
- Verify information using established procedures while protecting customer privacy and data security.
- Provide accurate information regarding products/services, policies, and service expectations.
- Meet productivity and quality goals (e.g., response time, resolution targets, customer satisfaction).
- Follow compliance and call/chat handling procedures, including required disclaimers and documentation standards.
- Collaborate with internal teams (sales, operations, billing, technical support) to ensure timely resolutions.
- Maintain a professional, calm demeanor while handling frustrated or complex customer situations.
Required Qualifications
- Spanish Bilingual
- High school diploma or equivalent.
- Strong communication skills (clear speaking, active listening, and professional writing).
- Ability to navigate computer systems and quickly learn new software tools.
- Basic problem-solving skills and attention to detail.
- Reliable attendance and ability to work assigned shifts.
- Ability to follow policies, scripts, and escalation procedures.
- Comfort working with customer information while maintaining confidentiality.
Physical/Work Environment Requirements
- Ability to sit and work at a computer for extended periods.
- Ability to use a headset and communicate in a call-center or similar environment (if applicable).
- May require occasional typing and data entry at a moderate pace.
Unlicensed Role Note
This position is a customer service and support role that does not require professional licensing or certification to perform the duties. Employees must still follow company policies, training requirements, and any applicable legal/regulatory procedures relevant to customer support activities.
Schedule (Example; Customize as Needed)
- Full-time
- Typical Hours 9am to 5pm
- Monday through Friday
Compensation & Benefits (Customize as Needed)
- Pay range: $15.00 to $16.00 per hour.
- Benefits: Health, Vision, Dental, PTO.
Job Type: Full-time
Pay: $15.00 - $16.00 per hour
Benefits:
- Health insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Vision insurance
Application Question(s):
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
