Customer Support Representative

JOB DESCRIPTION
Customer Support Representative - Bilingual (English and Spanish)

Mexican and Puerto Rican spanish dialects work really well in this role. Candidate must have some type of customer service experience.

Shift:
Full time hours are normally40 hours per week. Must be able to work between 8am - 6pm, no exceptions
Required to attend 4 week instructor led training Monday through Friday in the office.
Hybrid Schedule: In Office: Tuesday, Wednesday, and Thursdays - After training
Candidates should have the following skills and education:
High School Diploma or equivalent
Bilingual (English and Spanish)
Prior customer facing role or call center experience desired
Customer and team focused
Excellent verbal and written communication skills
Able to work in multiple internet based systems
Position will answer emails, chats and calls from 1-800- GET PINK (Roofing, and General Services)

Interview (Must have access to internet and email)
1st - Pre screen Video/ Phone Screen
2nd - Panel Video interview

PLEASE PREP YOUR CANDIDATES WELL FOR THEIR INTERVIEWS. MUST BE ABLE TO INTERVIEW IN QUIET AND UN-INTERRUPTED PLACE.
Interview: Spanish will be test by a Spanish speaker during interview through questions.

Position Specifics: This is a full-time position (approximately 8 hours a day) between the hours of 8am-6pm, Monday through Friday. Opportunities exist to work over-time based on business need. Schedules will fluctuate within this time frame based on business demand. Qualified candidates must be flexible and available to work slightly varying schedules.
This role operates as a hybrid schedule. The expectation is Tuesday, Wednesday and Thursdays will be in office and Monday and Friday are remote. Must have reliable internet and Client will supply equipment to complete successful work from home environment.
PURPOSE OF THE JOB
The call center agent is the first point of contact to address direct and indirect customer inquiries, regarding Client's products and services. The Agent is responsible for ensuring that all questions are handled in a professional and mutually beneficial manner and in accordance with Client's standards.
Reports to: Customer Solutions Team Leader
Span of Control: Individual Role with Assigned Responsibilities
JOB RESPONSIBILITIES
Provide quality service to internal and external customers.
Handle incoming customer calls, emails and web inquiries regarding Client's products and warranties
Ensure a timely and professional response
Enter all relevant information regarding inquiries into Client's system
Provide detailed step-by-step instructions to customers concerning website navigation and browsing, warranty claim or claim status, and/or product information
Advise customers on newly available products and programs to promote the OC brand and drive overall sales
Follow up with customers as requested
Metrics:
Call quality score
Customer feedback
Information accuracy
Adherence to schedule
Attendance
JOB REQUIREMENTS
MINIMUM QUALIFICATIONS:
High School diploma or equivalent (Associates or Bachelors Degree preferred)
At least one year work experience in a customer facing environment
EXPERIENCE:
Building materials experience desireable
1-3 years prior customer service experience
Prior experience working in a team environment
Demonstrated ability to work independently
KNOWLEDGE, SKILLS & ABILITIES:
Strong oral and written communication skills
Proficient typing skills
General business acumen
Proficient working knowledge of the MS Office Suite including Outlook, Word, and Excel
Capable of quickly and accurately identifying customer needs, solving problems systematically, using sound business judgment, and following through on commitments
Strong team building, customer service, planning and organizing skills
High attention to detail with the ability to handle multiple priorities
Ability to excel in a fast paced and ever-changing work environment
Ensures personal accountability
Quickly learns and adapts to change
Inquisitive and curious

EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."