Bilingual Customer Experience Associate (In-Person)

Department: Call Center/Tech Support

Employment Type: Full Time

Location: Port St. Lucie

Reporting To: Senior Manager, Customer Experience

Description

Key Responsibilities

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• In addition to in-person customers, you will assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
• Communicate with leadership regarding concerns brought up by customers.
• Be flexible and open to change.
• Available during office hours, Mon-Friday 8:30am-5pm.

Skills, Knowledge & Expertise

• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations. 
• Very comfortable working with computers, multiple screens, customer databases. 
• Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. 
• Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving. 
• Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope. 
• Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers. 
• Demonstrates ability to achieve established goals and performance metrics. 
• High focus on attendance and being punctual. Office is open Mon-Friday 8:30am-5pm.
• Ability to work independently but seeks leadership support when necessary. 
• Bilingual English/Spanish a plus.
• Ability to effectively present information and respond to questions from customers and technicians.
• High School Diploma or equivalent 
• 2 years related experience. 
• Customer/Client Focus – you enjoy solving problems and helping customers.
• Flexibility and Adaptability.
• Teamwork Capacity. 
• Technical Capacity – comfortable learning new systems and a fast learner.
• Typing- minimum 25 wpm.
• Punctual and Good Attendance.

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP