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