Bilinugal Lobby Representative / Customer Service

Bilingual Customer Service Representative

Our client is a Internet Service / Cable television provider that supports customers, including residents, HOAs, COAs, developers, and businesses with the most advanced broadband, television, and voice products.

They are seeing a bilingual customer service experience professional to work in the corporate headquarters in Port St. Lucie with periodic travel to Indian head to provide top notch customer service to walk in customers and phone inquiries. This is a contract to hire position. You will provide basic level technical support along with

As a Bilingual Customer Service Experience Associate, you'll be the face of the company providing personalized interactions with our customers. You'll deliver excellent customer service while being courteous and knowledgeable of the full suite of company products and service.

Responsibilities for this role:

• Assist customers with making payments, returning equipment, starting or changing their 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.

Requirements for this role:

• Must be bilingual English/Spanish
• 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.
• Basic IT troubleshooting of customer products
• 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.

Additional Job Considerations

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• frequently required to sit, stand, bend at the knees and waist, and walk.
• required to use hands to type, handle objects and paperwork.
• required to reach and hold on to items at chest level or reach above the shoulder.
• required to use close vision and focus.

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