Bilingual Customer Success Representative
JOB PURPOSE
Responsible for inbound and outbound independent sales
force, customer and consumer service conversations or interactions across
contact channels including telephones, email, web chat and social media, and
supporting clerical and operational functions.
Represents the Company in all interactions, presents a positive Company
image, and maintains goodwill by performing service-related activities and
actively pursuing Golden Rule Service.
Attends Company meetings and trainings and uses presented materials to
keep apprised of new promotions, products, and operational systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Responsible
for inbound and outbound independent sales force, customer and consumer service
conversations or interactions across contact channels including telephones,
email, web chat and social media, and supporting clerical and operational
functions.
2. Responsible
for basic customer service which includes functions such as password resets,
order life cycle and status, order and agreement resolution, order/shipment
fulfillment and order/shipment replacement.
Responsible for agreement eligibility and balances, profile
master and maintenance, personal and unit production and compensation, career
path and compensation, director programs, contest and promotions.
3. Performs
activities and takes appropriate action exercising judgment and using Company
and department knowledge in at least two operational areas. Seeks guidance on topics outside of area of
expertise or refers to Lead Representatives, as appropriate. Maintains the
confidentiality of information received from independent sales force. Accurately and consistently documents
conversations and interactions for historic and trending records and
facilitation of internal communication and follow up contacts.
Interfaces with other
Service Representatives, Service Coordinators, Specialists, Analysts, and
Service Center Management to provide pertinent information on service feedback.
Attends Company meetings and trainings, and proactively uses
presented materials including work instructions, training documentation,
bulletins, publications, e-mail communications, promotion briefs, and InfoHub
updates to keep apprised of new promotions, products, events, operational
systems and procedures, and changes to the career path.
4. Acts
as a resource to Service Center staff by occasionally working as an escalation
point, providing guidance and recommendations for intermediate service issues
and escalates complex issues as needed. Supports
training efforts by participating in side-by-side observation opportunities for
new employees and employees advancing through our career path.
May assist with the delivery of structured training. Responsible
for proactively remaining up to date on all materials, including training
materials for the career path, by utilizing all available information
resources.
5. Understands
personal and departmental productivity and quality objectives. Promotes a culture of teamwork by assisting
with and volunteering for workload balancing activities to meet shared goals.
6. Assists
with additional projects or assumes additional duties as needed.
KNOWLEDGE, SKILLS AND ABILITIES
|
Education
|
High
school diploma or equivalent. |
|
Experience |
2-4 years
of customer service experience. |
1.
Spanish
bilingual communication skills are
required for this position.
2.
Must have strong organizational and
time management skills.
3.
Utilizes a proficient knowledge of computer
hardware, software, and office equipment to complete work activities. Hardware may include telephone sets, personal
computers, printers, copiers, scanners, and other office equipment. Software utilized may include Contact Center,
Workforce Management, Microsoft Office Suite, and Timecard applications.
4.
Flexibility, adaptability, seeks
continuous improvement and learning, and ability to multitask required
supporting two or more service areas and frequently moving between functional
disciplines to support business needs.
5.
Ability to effectively communicate
verbally and in writing, analyze and understand varied situations, perform
mathematical calculations, and possess technical aptitude as demonstrated by
successfully passing spelling, grammar and writing, service etiquette,
listening skills, math and technical skills tests. Excellent interpersonal skills required to
work well with and for others within the department and the Company.
6.
Requires ability to interpret and apply
work instructions and recall information quickly in order to successfully
perform service activities across multiple functional segments.