Customer Support Representative Bilingual in Spanish

Position Summary

Salary $25 per hour

What You’ll Do

• Handle inbound customer calls and respond to inquiries related to products, services, orders, and policies
• Route calls and requests to appropriate departments including sales, billing, and technical support
• Follow up on customer inquiries related to order status, shipment tracking, returns, and discrepancies
• Manage claims, returns, and discrepancies including investigation and resolution of credit memos and related issues
• Utilize internal systems and databases to research and provide accurate information to customers
• Perform data entry and maintain accurate records of customer interactions and transactions
• Document customer concerns and identify trends; escalate recurring issues to appropriate departments
• Support the creation and maintenance of internal and external non-technical documentation
• Determine customer eligibility for technical support and facilitate appropriate escalations
• Act as a subject matter expert within the team, providing guidance and knowledge sharing
• Recommend process improvements and enhancements to increase operational efficiency and service quality
• May oversee daily operational activities and provide direction, training, and support to junior staff

What You Bring To The Role

• Recognized skilled specialist with strong expertise in customer support or service operations
• Proven experience managing claims, returns, discrepancies, and investigation processes
• Strong problem-solving skills with the ability to recommend and implement process improvements
• Excellent communication skills with the ability to explain and interpret information clearly
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Proficiency with CRM systems, internal databases, and standard business tools
• Ability to act as a mentor, lead, or knowledge resource for team members
• Ability to work independently with minimal supervision and determine methods for new assignments
• Bilingual proficiency in English and Spanish preferred

Education & Experience

• Two-year college diploma or equivalent experience with a minimum of 5 years of functional experience
• High school diploma (or equivalent) with a minimum of 8 years of functional experience, including at least 4 years of position-specific experience

Pay Range

The typical base pay range for this role across the U.S. is USD $49,500.00 - $79,200.00 per year.

Benefits

• Healthcare benefits
• Paid time off
• Parental leave
• A 401(k) plan and company match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits