Bilingual Customer Service Agent
As a Bilingual Customer Service Agent, you are responsible for providing exceptional support for customers by addressing inquiries, resolving issues, and ensuring a positive experience across various communication channels. You would act as the primary point of contact, maintaining professionalism while delivering accurate information and solutions. This role requires strong communication skill, problem-solving abilities and a commitment to customer satisfaction. A day in the life includes: Responding to inbound customer calls and emails concerning sales or service inquiries Obtaining information from the customer and entering data in real time into the appropriate database to facilitate effective service and appropriate follow-up Tracking and coding customer inquiries and complaints for multiple operations companies and follow-up if necessary Dispatching and escalating requests to technicians and other field personnel Conducting and supporting client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs Working with other departments including dispatch, billing, credit, parts and field management operations to respond to customer inquiries and ensure resolution. Making outbound calls as needed to obtain information and provide responses to customer inquiries and field personnel. Organizational core competencies include: Performing all duties with integrity, safety and a professional mentality Promoting a positive and inclusive work/team environment Communicating all program deficiencies and improvements Reporting all non-conforming work Ensuring effective communication Demonstrating discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information Fostering collaboration and communication Education requirements include: High School diploma or equivalent Bilingual (Spanish) verbal and written Years of experience required: 2+ years of customer service experience in a fast-paced environment Systems experience required: Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word) Experience with Workday preferred Familiarity with IFS or related CRM systems Soft skills required: Excellent organizational, bilingual (Spanish) verbal and written Ability to interface with cross-functional teams and all levels of personnel/management Strong problem solving and analytical skills Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated) Solid organization and time management skills Effective verbal and written communication skills Ability to multi-task and prioritize with organization and time management skills Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment Ability to work independently Schedule/essential physical functions disclaimer: While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed. Some shifts will require working alone Sitting for long periods of time (3-4 hours) Working in front of computer screens for up to 8-10 hours. Weekend work would be required Travel required: Ability/willingness to commute to the office for meetings and training Safety/drug screening: Capability to pass background checks and initial drug screening Valid driver's license About Smart Care: Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department.
As a Bilingual Customer Service Agent, you are responsible for providing exceptional support for customers by addressing inquiries, resolving issues, and ensuring a positive experience across various communication channels. You would act as the primary point of contact, maintaining professionalism while delivering accurate information and solutions. This role requires strong communication skill, problem-solving abilities and a commitment to customer satisfaction. A day in the life includes: Responding to inbound customer calls and emails concerning sales or service inquiries Obtaining information from the customer and entering data in real time into the appropriate database to facilitate effective service and appropriate follow-up Tracking and coding customer inquiries and complaints for multiple operations companies and follow-up if necessary Dispatching and escalating requests to technicians and other field personnel Conducting and supporting client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs Working with other departments including dispatch, billing, credit, parts and field management operations to respond to customer inquiries and ensure resolution. Making outbound calls as needed to obtain information and provide responses to customer inquiries and field personnel. Organizational core competencies include: Performing all duties with integrity, safety and a professional mentality Promoting a positive and inclusive work/team environment Communicating all program deficiencies and improvements Reporting all non-conforming work Ensuring effective communication Demonstrating discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information Fostering collaboration and communication Education requirements include: High School diploma or equivalent Bilingual (Spanish) verbal and written Years of experience required: 2+ years of customer service experience in a fast-paced environment Systems experience required: Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word) Experience with Workday preferred Familiarity with IFS or related CRM systems Soft skills required: Excellent organizational, bilingual (Spanish) verbal and written Ability to interface with cross-functional teams and all levels of personnel/management Strong problem solving and analytical skills Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated) Solid organization and time management skills Effective verbal and written communication skills Ability to multi-task and prioritize with organization and time management skills Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment Ability to work independently Schedule/essential physical functions disclaimer: While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed. Some shifts will require working alone Sitting for long periods of time (3-4 hours) Working in front of computer screens for up to 8-10 hours. Weekend work would be required Travel required: Ability/willingness to commute to the office for meetings and training Safety/drug screening: Capability to pass background checks and initial drug screening Valid driver's license About Smart Care: Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand-alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC. Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department.