Bilingual Customer Service Representative (English/Spanish)

Job Summary

Required Qualifications

• •Bilingual English/Spanish
• •Fluency in both English and Spanish
• •Must read, write, and speak Spanish and English
• •Must be physically onsite (Londonderry, NH)
• •Authorized to work in the U.S.
• •Must be able to lift up to 15 pounds at times
• •Must be flexible and able to work 8:30am-5pm, Sun-Thurs or Mon - Friday
• •Must be able to work 8:30am-5pm, Sun-Thurs or Mon - Friday
• •Prolonged periods sitting at a desk and working on a computer
• •Must be able to lift up to 15 pounds at times
• •Frequent use of a keyboard, mouse, multiple monitors, and other standard office equipment
• •Answers and fields inbound phone calls and follows up with each call until a Sales Representative receives it
• •Key orders into order entry from sales notes or by phone from the customer
• •Provide pricing to customers from Sales prepared sheets
• •Assist sales Representatives in making new sheets
• •Takeover handling will call only customers from Sales Representatives upon request
• •Tracks delivery shortages to assigned accounts on a spreadsheet
• •Communicate with a Sales Representative to ensure the Representative contacts customers before delivery
• •Process account maintenance by processing account information such as address changes and statement requests
• •Process returns from previous deliveries by referring them to the respective Sales Representative
• •Handle customer complaints appropriately
• •Carefully listen to customer complaints with respect and professionalism
• •Know when to forward customer complaints to the Sales Department
• •Report working punctually and regularly as scheduled
• •Build and maintain positive relations with coworkers
• •Make customers and their needs a primary focus of one's actions
• •Develop and sustain upbeat customer relationships
• •Possess, acquire- and maintain the technical or professional expertise required to do the job effectively
• •Create effective customer solutions
• •Excellent customer service skills
• •Proper phone etiquette
• •Ability to identify customer needs
• •Passion for excellence in treating and caring for customers
• •Practice listening skills
• •Handling complex customer complaints
• •Strong keyboard skills
• •Familiarity with Windows-based computers
• •Knowledge of Open Office
• •Building and maintaining spreadsheets
• •Strong organizational skills
• •Ability to multi-task
• •Independently manage multiple work tasks in a fast-paced environment
• •Prioritize any inbound phone call
• •Team player
• •Proactive
• •Detail-oriented
• •Focused on results
• •Willingness and ability to work flexibly
• •Ability to work occasionally overtime when needed
• •Maintain a professional, positive, and friendly attitude in a busy environment
• •Proactively assist the Sales Department when they are out on the road in prospecting and customer service
• •Maintain confidentiality
• •Excellent written and verbal communication skills