Bilingual (Spanish) Customer Service

Inbound Customer Service and Sales

ABOUT THE OPPORTUNITY:
Baudville Brands software and recognition brand, RecogNation, is seeking a professional, reliable, and service-oriented individual who will be responsible for providing front-line telephone and email support to RecogNation's current clients and their employees. Duties may also include performing any of the sales support functions as needed and cross-training in Baudville Customer Service as needed. This role is on-site from 10:30 a.m. to 7:00 p.m. Monday - Friday.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Service 30-40 customer support phone calls per day
• Respond to 25 - 30 customer support emails per day
• Interact with 3rd party vendors and partners to identify order status, shipping status, warranty status, etc.
• Login to the RecogNation Platform to identify, reset, and provide Login and Password Credentials to users
• Resolve all inbound inquiries with a service-oriented mindset (Customer Care) and promptly (Striving for 1st Call Resolution)
• Respond to all inquiries with professionalism and accuracy
• Maintain accurate records of all inquiries and responses in the provided CRM
• Handle and protect confidential client records and files in a professional manner

• Establish and maintain strong working relationships with team members and peers
• Support company, team, and individual goals

IDEAL CANDIDATE TRAITS

• Highly motivated professional with excellent written and oral communication skills
• Exceptional phone and email etiquette - good voice and demeanor
• Quick learner with computer applications
• Goal-oriented and reliable individual with outstanding attention to detail
• Desire to help and serve others
• Ability to multi-task and maintain organization in a very fast-paced environment
• Comfortability with searching for and entering data into CRM's and other web-based technology platforms
• Bilingual - English and Spanish

KEY MEASURES OF SUCCESS

• Achieve a service level of 95% or higher
• Answer phone calls within the 3rd ring
• Provide initial response to emails within 2 hours during business hours
• Work a flexible schedule to achieve Customer Service Support hours from 8:00am - 7:00pm EST and be available for occasional overtime on Saturdays.
• Enable the client services team to shift their time and energy to Program Management and Development Responsibilities while increasing their bandwidth to expand their book of business
• Future growth potential to move into an Account Manager position when available

REQUIREMENTS

Education High school diploma required, Associate's Degree preferred. Experience
2-5 years business-to-business customer service or equivalent experience desired.

Physical

Demands

Position is mainly sedentary. Must be able to work in an office environment with a sustained posture in a seated position. Requires attentiveness and computer operation for prolonged periods. Must satisfactorily pass a drug test.

Confidentiality
Must be able to work with confidential records in a professional manner.

Initiative
Must be able to prioritize and demonstrate an ability to shift priorities when the situation requires. Must be able to handle variations in workload. Must be able to make independent decisions quickly and handle a heavy workload. Plans and carries out assignments independently.

Skills/Abilities
Able to maintain good, stable working relationships. Strong organizational and time management skills required. Must be deadline oriented. Excellent verbal and written communication skills, with the ability to communicate professionally with people at all levels of the organization. Ability to handle stressful situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Requires strong attention to detail. Must be able to use a computer for extended periods of time.

Interpersonal

Communications

Must have a professional and helpful manner. Must have excellent verbal, written and listening skills. Must be able to interact with various people at all levels of the organization and external contacts. Ability to communicate clearly and concisely; graciously deal with all types of customers. Strong listening skills. Work harmoniously and effectively with others.

Supervision
No Supervision skills required.

Our Winning Culture Offers

• A world-class work environment:
  • West Michigan's 101 Best and Brightest Companies to Work for 17 times
  • National Best & Brightest winner for 12 consecutive years
  • 101 Best & Brightest in Wellness winner 11 times
  • 5-time Great Place to Work Certified .
• Performance-based compensation commensurate with experience including annual salary and discretionary bonus
• Stability of a privately held, employee focused business with 41+ years of rich and diverse history
• Medical, Dental, Vision, Life, Long-Term Disability, and Short-Term Disability
• Company sponsored 401K with vested match
• Tuition Reimbursement
• Paid Parental Leave
• Peer group of proven winners - ready to embrace the same and grow our successful business to new levels.

At Baudville Brands, we offer a challenging but rewarding work environment where employees respect and recognize each other. We are dedicated to workforce diversity and a drug- and smoke-free workplace. Baudville Brands is an Equal Opportunity Employer and does not discriminate on the basis of age, gender, race, religion, color, national origin, marital status, genetic information, height, weight, sexual orientation, gender identity, veteran status, disability or any other protected characteristic. We welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview process a great one, please let us know.