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

• 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, communicating with them 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, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following 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 customers if they are having website problems; forward the 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.

• 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 customer's 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 the company.
• Support a team environment, focused on the greater good and eager to pitch in to help when needed.