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Bilingual Customer Experience Representative

3 months ago

South Jordan, Utah, United States B-Stock Full time

JOB SUMMARY
We are looking for a Customer Experience Representative fluent in speaking and writing in both English and Spanish. Someone who enjoys finding creative solutions to customers' inquiries, while providing an exceptional experience. The Customer Experience Representative engages and educates our small business buyers as they navigate situations to grow their businesses. While providing a first-class experience, interactions vary from email, phone, and web chat. With exceptional critical thinking and problem-solving skills, the Customer Experience Representative aims to achieve our first contact resolution goal.

Through first-hand experience, Customer Experience Representatives review current processes, make recommendations for improvement, and partner with leadership to implement those improvements to create a better customer experience.

Many team members have defined their niche at B-Stock while maintaining their customer service responsibilities. B-Stock welcomes innovators and rewards them for these efforts. This position reports to the Customer Experience Supervisor.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Deliver a personalized, positive customer experience through various forms of contact;
Inbound telephone support
Web-based chat support
Email Support
Utilizing your specialized knowledge and experience, submit suggestions for improvement to streamline current processes to ensure efficiency and productivity
Advocate on behalf of the customers internally by proactively identifying areas of opportunity
Assist customers with account creation and troubleshooting
Communicate with customers and third-party suppliers ensuring a smooth transaction process
With exceptional attention to detail, review customer applications to process them in a timely manner and assist with customer documentation inquiries
Adaptable to changing situations and priorities
Complete ongoing and one-time projects to the benefit of customers and internal teams

MINIMUM QUALIFICATIONS, JOB SKILLS, AND ABILITIES

Fluent in speaking and writing English and Spanish at a professional proficiency level
High School Diploma/GED Certificate
Positive attitude, hard-working, flexible with changing priorities, and eager to learn
Excellent written and verbal English, reading comprehension, and judgment skills
Ability to come up with meaningful solutions, even if that means thinking outside the box
High emotional Intelligence (ability to perceive, use, understand, manage, and handle emotions)
Love technology
Think personalized responses are the bomb (even when using a canned/macro)
Like the Avengers, the crew of the starship Enterprise, and the Rebel Alliance, you can work independently or as part of a team to accomplish our goals'

PREFERRED QUALIFICATIONS
1+ year(s) of diverse customer experience; traditional call center, restaurant/food service, front office administration, and everything in between. All the unsung heroes who interact with customers day in and day 'd love to chat)
Knowledge of Salesforce or similar customer service programs
Online auction or e-commerce experience is beneficial
Typing speed of 35

WPM

SCHEDULES AVAILABLE:
7:00 AM - 3:30 PM MT (M-F)

EMPLOYEE BENEFITS
Competitive compensation packages including bonus and options
Medical, dental, and vision benefits
Matching 401(K)
Paid time off
Telecommuting and remote-work options
Support for continuing education
Team off-sites, social events, annual company events, and frequent extracurricular activities
Unlimited snacks and drinks

THE COMPANY
B-Stock is the world's largest B2B recommerce marketplace for excess [or surplus] merchandise.

Businesses of all sizes leverage the B-Stock platform to sell and buy customer returns, overstock and other excess merchandise - ranging from top brands and retailers who want best-in-class inventory management to entrepreneurs looking to source valuable merchandise for their resale businesses.


Tens of thousands of small business owners all over the globe use B-Stock to launch and power their resale business.

We take pride in empowering these innovators and entrepreneurs of commerce.


In 2020 we sold 120 million items across our platform, giving a second life to this otherwise would be 'waste' merchandise.

In fact, we kept 400 million pounds of goods in use and saved millions from the landfill. It feels good to be B-Stock


The amount of returned or unsold inventory continues to grow each year, and in 2020, it was estimated at over $1 trillion worth worldwide.

We know there is tremendous value in and demand for this inventory - no matter the category, condition, or location.

The B-Stock platform gives buyers a simple way to buy brand-name merchandise directly from top retailers and manufacturers.

At the same time, we offer companies an automated, trusted replacement for traditional liquidation while boosting operational efficiency, recovery rates, and cycle time.


Led by eBay veterans and backed by top investors including Spectrum Equity, True Ventures, and Susquehanna Growth Equity, B-Stock shows no signs of slowing down.

Our core values have shaped the company we are today and will continue to drive our success for many years to come.

For more information, visit

OUR VALUES
Make Each Dollar Count
Whether it's the recovery amount or a buyer's budget, money matters to all of our clients. And because each dollar matters to them, it matters to us.

Take Our Work Seriously, Not Ourselves
Everything at B-Stock continues to grow - everything but our egos, that is. We're not afraid to let loose and laugh (often at ourselves).

Do The Hard Things Today That Will Pay Off Tomorrow
We're willing to sacrifice and endure, fail and adapt to reach our long-term goals.

Use Trust As The Best Measure Of Success
The trust we earn along the way is more valuable than money. Without trust from both our buyers and sellers, our business won't succeed.

Find Strength In Numbers

Use our passion for data to provide value to our customers, improve ourselves, and develop new ways to delight our buyers and sellers.


No applicant will face discrimination/harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status.

Above and beyond discrimination/harassment based on 'protected categories,' B-Stock also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our office.

Whether blatant or hidden, barriers to success have no place at B-Stock.

Work Authorization required.