Customer Care Tier 2 Bilingual
On-site · Greenville, South Carolina, United States
Job Summary
Tier 2 Customer Care Team Members troubleshoot product-related issues for customers via remote support (phone, chat, SMS, email) and monitor social media networks. Responsibilities include acquiring and inputting customer and issue information into the CRM, asking probing questions to determine root causes, applying troubleshooting steps, and serving as a consultative partner to resolve issues promptly. Document inquiries and resolutions clearly, compose professional emails and responses for digital channels, and defuse difficult situations. Requires bilingual English and Spanish communication, strong customer service, analytical and problem-solving abilities, familiarity with basic computer tasks, and proficiency in Word, Excel, Teams, and Outlook. Onsite travel to Greenville, SC is required; candidates must be able to travel to the onsite location. Must pass assessments, background, and drug screening. The role emphasizes customer experience, data-driven problem solving, and effective written and verbal communication across multiple support channels.
Required Qualifications
- Bilingual English and Spanish fluency
- Strong customer service skills
- Analytical thinking and problem-solving
- Experience with common computer tasks and internet navigation
- Fundamental writing skills (spelling/grammar)
- Ability to travel to and from onsite location in Greenville, SC
- Experience interacting with customers (retail, call center, hospitality)
- Proficiency with Word, Excel, Teams, and Outlook
- Ability to multitask across multiple interfaces
- Ability to communicate effectively via phone, chat, email, and social channels
- Must pass assessments, background, and drug screening
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