Bilingual Customer Experience Associate; In-Person

Bilingual Customer Experience Associate (In-Person)

Department: Customer Experience

Employment Type: Full Time

Location: Coral Springs

Reporting To: Customer Service Supervisor

As an In-Person Customer Experience Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand.

Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• Provide Tier I technical troubleshooting and support to resolve customer service issues (e.g., basic connectivity, signal checks, equipment reboots).
• In addition to in-person customers, 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. Flexibility to work overtime and extended hours as needed to provide seamless support for evolving business needs.

• 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.
• 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.
• Maintains exemplary attendance and punctuality, with the flexibility to work evenings, weekends, and overtime as required by the business.
• Able to work independently but seek leadership support when necessary.
• High School Diploma or 4 years of relevant experience
• Two years related experience Customer/Client Focus
• Able to communicate in the English language. Bilingual in any language is a plus.
• Proficient in Microsoft Office, Excel, and Power Point

• Professional attire and appearance for a retail in-person environment.
• Exposure to moderate noise level.
• Work hours and travel to other locations as business needs dictate are necessary.
• Handle a physically demanding job, lifting up to 35 lbs.
• Ability to stand for prolonged periods of time

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP