Customer Service Representative

Bilingual Sr. Customer Support Representative - (Spanish/English) $19.50/hr

Onsite located at 2330 Commerce Park Dr. NE, Palm Bay, FL 32905

Essential Job Functions:

• Provide support and assistance to fellow partners that may have questions during their day to day

duties assisting customers.• Assist in new hire training and onboarding• Assist with updating/creating training materials• Take on a leadership role in the absence of the Customer Support Manager

• Provide information to customers by verifying their request; answering questions; and offering

assistance. Communicate with customers using established phone and email etiquette.

• Find a satisfactory solution to a given problem per standard operating procedures. Resolve product

or service problems by clarifying the customers complaint; determine the cause of the problem;

select and explain the best solution to solve the problem; expedite correction or adjustment; follow

up as needed to ensure resolution. Possible behavior modification on the side of the employee to

calm a customer as needed.

• Verify company information via governmental websites to set up and maintain accounts daily.
• Troubleshoot with customer if customer is having website problems. Forward call to Tier2 Tech

Support if unable to assist.

• Track and document account information on various spreadsheets to track daily/monthly trends.
• Other duties as assigned.

Position Requirements:

• High school diploma or equivalent
• Proficient in Microsoft Office (Outlook, Excel, Word) and use of office equipment
• Ability to become familiar with company products and navigate systems in a reasonable amount of

time

• Ability to communicate effectively verbally and in writing
• Ability to understand, problem solve and respond to a customers' needs in a timely manner
• Ability to perform detailed, accurate data entry and meticulous attention to detail
• Ability to multi-task, prioritize work and manage own time to meet department goals and deadlines
• Ability to maintain cooperative effective working relationships within company
• Support a team environment, focused on the greater good and eager to pitch in to help when

needed