Bilingual Support Specialist

About the role

Provide omni-channel support (phone, chat, email, and SMS) for the Favor community (Runners, customers, and merchants) and deliver world-class support, empathy, and a personal touch to every interaction.

Schedule

• 10:00a–6:30p | Off Sunday/Monday
• 11:00a–7:30p | Off Monday/Tuesday
• 12:00p–8:30p | Off Saturday/Sunday
• 1:30p–10:00p | Off Tuesday/Saturday

Responsibilities

• Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers, and merchants.
• Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
• Carefully and efficiently follow all call center scripts, escalation procedures, and guidelines to ensure complex support issues are resolved with professionalism.
• Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations.
• Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
• Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.

Requirements

• A high school diploma or equivalent.
• Fluency in both Spanish and English.
• Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat, and email (both internally and externally) and to type 40+ WPM.
• Excellent time management skills and ability to maximize the number of clients assisted while maintaining a high level of quality and customer service.
• Detail oriented with ability to spot developing issues before they intensify.
• Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours.
• Familiarity with Salesforce or similar contact center tools a plus.
• Sit for an extended period of time.
• Hand/finger dexterity.
• Lift 20 lbs or more on an occasional basis.
• Work extended hours and/or rotating schedules.
• A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work.

Work environment

This role can be hybrid or remote, depending on the team member’s location in Texas.

• If you live in Austin, Texas, you will work from home roughly three days per week and work at our HQ for the remaining work days.
• If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events.

Benefits

• Premium health, vision, dental, and life insurance.
• 401(k) options.
• Favor delivery fee credit and H-E-B discounts.
• Unlimited PTO for salaried employees and ample vacation time for all team members.
• Learning and development opportunities through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
• Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.