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Customer Service Representative, Customer Experience
3 months ago
Customer Service Representative, Customer Experience (Bilingual English/Spanish) Job Title: Customer Service Representative, Customer Experience (Bilingual English/Spanish) Reports to: Customer Service Sr. Supervisor, Customer Experience Location: Hybrid Remote – Reno Supported (Hybrid Remote only in approved metro areas: Reno, NV; Chicago, IL) Job Type: Full-Time Fixed-Term Contract Start Date: 10/7/2024 End Date: 2/28/2025 Compensation: Pay range: $20.50 - $26.50 Hiring comp: $20.50 + 10% bilingual differential + $25 per pay period for home office supply stipend General Summary: As the Customer Service Representative, you are responsible for providing excellent customer service experience. You are a forward-thinking team player that engages with the customer and the customer service team to get the best outcome. You have proven experience managing multiple software and computer programs simultaneously while maintaining composure and delivering an exceptional level of customer service. What You’ll Do: Essential Functions: Provide excellent support to customers while communicating via phone, chats, and emails, in a remote setting. Ability to work a specific schedule, while having the flexibility to rotate shifts or work alternative shifts as needed. Tasks: Engage in customer interactions via Chat, Phone, and Email. Adhere to schedule, time, and attendance expectations. Partner with the customer and Patagonia team to remedy customer concerns. Efficiently navigate multiple software programs/systems throughout the day. Provide accurate information regarding our products, customer orders, and company service guidelines. Use prescribed procedures to process orders or assist with returns. Fulfill customer service needs from a remote or hybrid work environment. Participate in in-person team-building activities. Complete training to develop skills required for excellent customer service. Able to work during operating hours, particularly during peak customer inquiries. Skills: Ability to communicate effectively utilizing active listening. Strong communication skills, both written and verbal. Ability to provide quality customer service through multiple avenues. Solid organizational and prioritization skills. Ability to work with groups across different backgrounds. Experience and Technical Proficiency: Bilingual in English and Spanish (verbal, reading, written) without using a translation service required. Minimum of 1+ years’ experience working in a customer service environment. Contact/Call Center experience preferred. Technical proficiency managing multiple platforms. Ability to meet a minimum of 30 WPM. Home Office Requirements: Minimum internet connection speed of 100Mbps. Workspace must be able to accommodate Patagonia supplied IT equipment. Work must be done in a private space. Work Hours: Monday through Friday, 5:45am to 6:00pm PT. Shift options available. Physical Requirements: Interface with Patagonia provided technology to execute customer support actions. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without discrimination. #J-18808-Ljbffr
