Bilingual Customer Service Agent

2 weeks ago

Santa Fe, New Mexico, United States Speedy Glass Full time
Join Speedy Glass as a Bilingual (Spanish and English) Customer Service Agent at our Santa Fe, NM store (on-site).
nete a Speedy Glass como Agente de Servicio al Cliente Bilinge (Espaol e Ingls) en nuestra tienda de Santa Fe, NM (en sitio).

Help us deliver outstanding customer service to every guest, every time
Aydanos a brindar un servicio al cliente excepcional a cada visitante, en todo momento

The Customer Service Agent is responsible for delivering exceptional service to Speedy Glass clients (Speedy Glass is part of Fix Network, a leader in aftermarket car care and repair) while actively identifying opportunities to drive sales and meet business targets.
El Agente de Servicio al Cliente es responsable de brindar un servicio excepcional a los clientes de Speedy Glass (parte de Fix Network, lder en el cuidado y reparacin de automviles), mientras identifica oportunidades para impulsar las ventas y alcanzar los objetivos comerciales.

This position requires strong communication and telephone skills to ensure a positive customer experience. The CSA will handle general inquiries, accurately process orders, and escalate/transfer cases, as necessary, to the appropriate representative. Success in this role is driven by integrity, professionalism, and a customer-focused mindset.
Este puesto requiere slidas habilidades de comunicacin y atencin telefnica para garantizar una experiencia positiva para el cliente. El agente gestionar consultas generales, procesar pedidos con precisin y escalar o transferir casos segn sea necesario al representante correspondiente. El xito en este rol se basa en la integridad, el profesionalismo y una mentalidad enfocada en el cliente.
Job Duties / Responsabilidades del Puesto
  • Respond to customer service calls in a timely, courteous, and professional manner.
    Responder llamadas de servicio al cliente de manera oportuna, corts y profesional.
  • Place client orders with accuracy.
    Realizar pedidos de clientes con precisin.
  • Refer escalated customer calls to the Call Centre Supervisor.
    Remitir llamadas de clientes escaladas al Supervisor del Centro de Llamadas.
  • Investigate and troubleshoot customer service issues, with the goal of resolution.
    Investigar y resolver problemas de servicio al cliente con el objetivo de solucionarlos.
  • Effectively and accurately communicate brand identity and corporate position.
    Comunicar de manera efectiva y precisa la identidad de la marca y la posicin corporativa.
  • Assist customers with standard account-related requests.
    Ayudar a los clientes con solicitudes estndar relacionadas con sus cuentas.
  • Provide information about company products and services, charges, service conditions, and availability.
    Proporcionar informacin sobre productos y servicios de la empresa, tarifas, condiciones de servicio y disponibilidad.
  • Update the database with accurate messages regarding transactions.
    Actualizar la base de datos con mensajes precisos sobre las transacciones.
  • Conduct callbacks to ensure customer satisfaction, close jobs, and manage schedules.
    Realizar seguimientos para garantizar la satisfaccin del cliente, cerrar trabajos y gestionar horarios.
  • Other duties may be assigned as required.
    Se pueden asignar otras tareas segn sea necesario.
Key Responsibilities / Responsabilidades Claves
  • Answer inbound customer calls, emails, and chats regarding glass repair and replacement services.
    Atender llamadas, correos electrnicos y chats de clientes sobre reparacin y reemplazo de vidrios.
  • Identify customer needs and recommend appropriate glass repair or replacement services.
    Identificar las necesidades del cliente y recomendar servicios adecuados de reparacin o reemplazo de vidrios.
  • Overcome objections and confidently close sales.
    Superar objeciones y cerrar ventas con confianza.
  • Schedule service appointments and provide accurate pricing estimates based on customer needs.
    Programar citas de servicio y proporcionar estimaciones de precios precisas segn las necesidades del cliente.
  • Assist customers with insurance claims verification and processing.
    Ayudar a los clientes con la verificacin y el procesamiento de reclamaciones de seguros.
  • Maintain a positive and professional demeanor while handling customer inquiries, concerns, and complaints.
    Mantener una actitud positiva y profesional al gestionar consultas, preocupaciones y quejas de los clientes.
  • Communicate with the team to ensure smooth scheduling and service delivery.
    Comunicarse con el equipo para garantizar una programacin fluida y una entrega eficiente del servicio.
  • Upsell or cross-sell additional services and products when appropriate.
    Ofrecer servicios y productos adicionales cuando sea apropiado.
  • Accurately document customer interactions and service requests in the CRM system.
    Documentar con precisin las interacciones con los clientes y las solicitudes de servicio en el sistema CRM.
  • Meet or exceed call center performance metrics, including call handling time, customer satisfaction, and conversion rates.
    Cumplir o superar los indicadores de rendimiento del centro de llamadas, como el tiempo de atencin, la satisfaccin del cliente y las tasas de conversin.
  • Contribute to a positive and professional work environment.
    Contribuir a un entorno de trabajo positivo y profesional.
  • Participate in team meetings and training sessions to enhance skills and performance.
    Participar en reuniones de equipo y sesiones de capacitacin para mejorar habilidades y rendimiento.
Requirements / Requisitos
  • Bilingual, Spanish and English - both verbal and written.
    Bilinge en espaol e ingls, tanto oral como escrito.
  • 1-3 years' experience in customer service, preferably in a call center role.
    1-3 aos de experiencia en servicio al cliente, preferiblemente en un centro de llamadas.
  • Ability to skillfully operate a telephone, computer, and related peripherals.
    Habilidad para operar un telfono, computadora y perifricos relacionados con destreza.
  • Proficiency with Microsoft Excel.
    Dominio de Microsoft Excel.
Work Conditions / Condiciones de Trabajo
  • Sitting for extended periods of time.
    Permanecer sentado por perodos prolongados.
  • Interacts with employees, management, and the public at large.
    Interactuar con empleados, gerencia y el pblico en general.
  • Ability to multitask and work efficiently in a fast-paced environment.
    Capacidad para realizar mltiples tareas y trabajar de manera eficiente en un entorno dinmico.
  • Repetitive work.
    Trabajo repetitivo.
  • Overtime may be required.
    Puede requerirse tiempo extra.
The rewards of working at Speedy Glass include a comprehensive benefits package, paid time off paid on each paycheck, paid holidays, paid sick days, and much more
Los beneficios de trabajar en Speedy Glass incluyen un paquete integral de beneficios, tiempo libre pagado en cada cheque de pago, das festivos pagados, das de enfermedad pagados y mucho ms.

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