Spanish Bilingual Customer Relations Representative (Remote)
Job Description
Job Title: Spanish Bilingual Customer Relations Representative (Remote)
Department: Customer Relations
Reports To: Customer Relations Manager
FLSA Status: Non-Exempt
Revised Date: 06/2019
SUMMARY
The SCUSA Spanish Bilingual Customer Relations Representative is the front-line to our customers and outside parties and is responsible for interacting with customers and outside parties primarily by phone in order to solicit orders for goods or services, promote the Auto-ship program and other Company promotions, retain customer loyalty, and provide a high-standard of customer service and professionalism, while adhering to Company and departmental policies and procedures. Customer Relations Representatives are often cross- trained but are primarily assigned to either Inbound or Outbound call duties. Below is a summary of the essential duties and responsibilities of all Customer Relations Representatives, except where otherwise specified.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
INBOUND REPS: Primarily answers inbound calls from customers/autoship customers and provides information or service to customers regarding product, pricing, inventory, and shipment inquiries via prepared scripts (tag lines) to support all customers and works with the customer in an effort to keep them on the autoship program.
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Interacts by phone with outside parties to solicit orders for goods or services, collect information or conduct follow-up.
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Conducts calls to provide customer satisfaction and promote the Auto-ship Program
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Up-sells/cross-sells on all calls and/or solicits sale of new or additional services and/or products.
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Resolves customer issues while on the phone with caller. If unable to resolve issue immediately, courteously transfers to the appropriate person for resolution or follow-up.
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Responsible for customer account management and maintenance which includes duties such as but not limited to researching order to correct any discrepancies, data entry of detailed notes into customer’s file, adjusting complaints concerning billing or service rendered, and referring complaints of service failures to designated personnel for follow up.
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Answers product, pricing, inventory and shipment inquiries from customers while adhering to company standards, scripts, and taglines.
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Makes outbound calls to customers as assigned to recover credit card information or update payment information to process orders that have been held from shipment.
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Implements strategies as directed by leadership and management team to minimize Auto-ship cancellations and encourage good health to customers.
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Implements department plans and strategies to retain customer loyalty and maintain high customer retention rates.
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Meet outlined goals per Standard of Conduct, which includes achieving a minimum number of Auto- ship sign-ups and upsells, maintaining customer retention levels as outlined, and completing minimum call time standards.
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Completes forms, determines charges for services requested, and prepares change of address records.
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Communicates with other departments to ensure customer satisfaction.
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Attends weekly or scheduled Customer Relations meetings and/or activities.
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Other projects and responsibilities may be added at the company’s discretion.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent preferred. Previous experience in a Customer Relations environment, or previous sales and/or customer service experience required.
LANGUAGE SKILLS
Ability to read, comprehend, and interpret documents such as scripts, taglines, information stored in customer database, simple instructions, short correspondence, and memos in both English and in Spanish. Ability to update information stored in the customer database, notating customer files in appropriate detail, professionally and accurately. Use of proper grammar, punctuation, tone, and active listening skills is essential in all forms of communication in both English and in Spanish.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to recognize patterns or errors when reviewing numerical data.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written or verbal form. Ability to deal with problems as they arise by researching and communicating potential solutions, as necessary. Ability to use good judgment when addressing company and/or customer concerns.
PHYSICAL DEMANDS
Ability to sit for an extended period of time, in front of a computer while using a headset continuously. Ability to walk, bend, and twist on an intermittent basis throughout the workday. Ability to grasp (simple grasping and fine manipulation), push, pull objects such as files, file cabinet drawers. Ability to type and write frequently. Ability to talk on and operate telephone and headset. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The work environment is an open Customer Relations that is fast-paced and feedback-heavy. Customer Relations Representatives each have their own workstation and work closely within a few feet of multiple colleagues. Work environment involves team-oriented activities, meetings, and contests on a regular basis. Call monitoring and recording on all calls take place continuously.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are equal opportunity employer and value diversity at our company.