Customer Service Representative (Bilingual: Spanish and English)

Customer Service Representative
Job title: CSR bilingual, Spanish

Classification: Hourly Employee (Non-exempt)

Grade: E2

Status: Must be a US citizen or permanent resident.

Language: Complete fluency required; must read, write and speak Spanish and English clearly

Working hours: Sunday to Thursday and Tuesday to Saturday from 4 PM to 12 AM hours.

Work Schedule: 24 x 7, rotating shifts

Summary/Objective:
The Customer Service Representative (CSR) acts as the face of our client, a manufacturer of optical telecommunications network equipment. This position is responsible for handling customer service contacts across a variety of channels, including phone, email, chat, and social media. The customer service representative assists customers by resolving problems and properly documenting customer interactions. Each CSR is responsible for maintaining required performance metrics. Some knowledge of telecommunications is highly desired. CSRs must read, write, and speak Spanish and English with full proficiency.

Hiring Manager Emphasis:

• This is a critical customer-facing function, supporting customers in North America and Latin America.
• Bilingual CSRs must read, write, and speak Spanish and English clearly, with full proficiency.
• Knowledge of the Portuguese language is also desired.
• Customer service representatives must display a professional attitude and strive to exceed customer expectations.

Essential functions:

• Collect customer information
• Speak in a clear voice on the telephone, use proper grammar and spelling in written contacts.
• Follow the appropriate process for client programs.
• Properly document the contact
• Meet individual, team and departmental performance objectives.
• Maintain a professional attitude

Work Environment/Physical Demands:

• The job will be performed entirely remotely, following two weeks of on-site training in Richardson, TX.
• Business days are 24 x 7, rotating shifts
• Extensive and complex work with a computer to resolve customer service problems
• It is necessary to sit for a long time

Education/experience and skills required:
 

• Must have excellent English language communication skills.
• Totally fluent in Spanish and English, written and verbal.
• Fluency in Portuguese is desired (this is not a requirement)
• College degree preferred
• Minimum of 2 years of customer service experience required
• Call center experience preferred
• Accurate writing and data entry
• Experience with Windows-based software and Internet browsing.
• Reliable and consistent, with a strong desire to help customers.
• Strong listening and problem-solving skills.
• Excellent communication skills (written/verbal in English) and ability to work well in a close-knit team.
• It requires constant writing, sitting, listening and speaking; Detailed work that requires visual acuity.
• Must be able to perform primarily sedentary work.
• EEO Statement: Glow Networks provides equal opportunity in all of our employment practices to all employees and qualified applicants without regard to race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability or genetic information. and other features that are protected by applicable law.

Other Duties: Please note that this job description is not designed to cover or contain a complete list of activities, duties or responsibilities required of the employee for this job. This description reflects management's assignment of essential functions and does not proscribe or restrict the tasks that may be assigned. Duties, responsibilities and activities may change at any time with or without notice.