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Customer Service Representative, Bilingual

5 months ago

Omaha, United States Archomaha Full time

**Customer Service Representative, Bilingual**

** FOCCUS Inc. USA - Omaha**

Customer Service Full-Time POSITION DESCRIPTION

POSITION TITLE: Customer Service Representative, Bilingual

DEPARTMENT: FOCCUS Inc. USA

REPORTS TO: Director, FOCCUS

CLASSIFICATION: Regular, Full-Time, Non-Exempt

HOURS PER WEEK: 40

POSITION SUMMARY

FOCCUS, Inc. USA offers marriage preparation and marriage resources to couples and organizations around the world. This position provides call center and email support for the FOCCUS website and services, as well as order fulfillment, management of customer information, and support for conferences and trainings.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Service

o Respond to information requests via phone, email, or in-person

o Listen to and interpret customer needs

o Offer complete solutions, including other products and services and detailed explanations for use

o Reference organization website and resources when responding to questions

o Provide training/instruction to customers on using the system

o Provide technical support for the organization website and resources

o Enter detailed information into support ticket software

o Update and maintain customer information

o Train small and large groups of people how to become FOCCUS and REFOCCUS facilitators in person and using webinars

o Provide Spanish and English translation of email, training materials and other documents

Orders

o Provide secondary support for order fulfillment, including packing, posting, and shipping materials

o Provide secondary support for inventory tracking and maintaining stock of materials

KNOWLEDGE, SKILLS, AND ABILITIES

Effectively communicates technical instructions and general information in person and by phone and email

Actively listens to others and asks questions when clarification is needed

Friendly, courteous attitude in all interactions

Proficient in computer and keyboard skills as well as an ability to learn and effectively use basic computer software

Competency in Microsoft Office and internet browsers

Ability to identify issues and generate and implement effective and timely solutions

Ability to multi-task while maintaining high-quality standards

Confident presenter of prepared materials

Ability to work with difficult customers and stressful situations while maintaining a positive attitude

Ability to type notes/enter data while communicating quickly and accurately with customers on the phone

EDUCATION AND EXPERIENCE

Background in and/or knowledge of the Catholic Church with a demonstrated commitment to the mission of the Church

High school diploma or equivalent required; undergraduate studies or degree preferred

Experience with the FOCCUS Pre-Marriage Inventory preferred

Fluency in Spanish required

WORKING CONDITIONS: PHYSICAL REQUIREMENTS

Routine office environment; ADA-accessible building.

Requires sitting for most of the work duration; involves typing and other repetitive movement.

TRAVEL REQUIREMENTS

5%: Conference and presentation travel

DESCRIPCIN DEL PUESTO

TTULO DEL PUESTO: Representante de servicio al cliente, bilinge

DEPARTAMENTO: FOCCUS Inc. USA

REPORTA A: Director, FOCCUS

FECHA EFECTIVA: July 16, 2021

CLASIFICACIN: Regular, tiempo completo, no exento

HORAS POR SEMANA: 40

RESUMEN DEL PUESTO

FOCCUS Inc. USA ofrece preparacin para el matrimonio y recursos matrimoniales a parejas y organizaciones de todo el mundo. Este puesto proporciona soporte al centro de llamadas y al correo electrnico para los servicios y el sitio web de FOCCUS, as como el cumplimiento de los pedidos, la gestin de la informacin de los clientes y el apoyo a las conferencias y capacitaciones.

PRINCIPALES DEBERES Y RESPONSABILIDADES

Servicio

o Responder a las solicitudes de informacin por telfono, correo electrnico o en persona

o Escuchar e interpretar las necesidades del cliente

o Ofrecer soluciones completas, incluyendo otros productos y servicios y explicaciones detalladas de uso

o Mencionar los recursos y el sitio web de la organizacin al responder a las preguntas

o Proporcionar capacitacin/instruccin a los clientes sobre el uso del sistema

o Proporcionar soporte tcnico para el sitio web y los recursos de la organizacin

o Ingresar informacin detallada en el software "solicitud de soporte"

o Mantener actualizada la informacin de los clientes

o Capacitar a grupos pequeos y grandes de personas para que se conviertan en facilitadores de FOCCUS y REFOCCUS en persona y mediante seminarios web

o Proporcionar traduccin al espaol y al ingls de correos electrnicos, materiales de capacitacin y otros documentos

Pedidos

o Proporcionar soporte secundario para el cumplimiento de pedidos, incluyendo empaquetado, contabilizacin y envo de materiales

o Proporcionar soporte secundario para el seguimiento del inventario y el mantenimiento de las existencias de materiales

CONOCIMIENTOS, HABILIDADES Y DESTREZAS

Comunica eficazmente las instrucciones tcnicas y la informacin general en persona y por telfono y correo electrnico

Escucha activamente a los dems y hace preguntas cuando se necesitan aclaraciones

Actitud amable y corts en todas las interacciones

Diestro en el uso de la computadora y el teclado, as como la capacidad de aprender y utilizar eficazmente los programas informticos bsicos

Competencia en Microsoft Office y navegadores de Internet

Capacidad para identificar problemas y generar e implementar soluciones eficaces y oportunas

Capacidad para realizar varias tareas a la vez que se mantienen los estndares de alta calidad

Presentador seguro de materiales preparados

Capacidad para trabajar con clientes difciles y situaciones estresantes manteniendo una actitud positive

Capacidad para tipear notas/ingresar datos mientras se comunica en forma rpida y precisa con los clientes por telfono

EDUCACIN Y EXPERIENCIA

Antecedentes y/o conocimiento de la Iglesia Catlica con un compromiso demostrado con la misin de la Iglesia

Se requiere ttulo de bachillerato o equivalente; se prefieren estudios de grado o licenciatura

Se prefiere experiencia con el Inventario prematrimonial FOCCUS

Se requiere fluidez en espaol

CONDICIONES DE TRABAJO: REQUISITOS FSICOS

Ambiente de oficina rutinario; edificio con acceso segn la ADA.

Requiere estar sentado la mayor parte del tiempo de trabajo; implica tipear y otros movimientos repetitivos.

REQUISITOS DE VIAJE

5%: Viajes para conferencias y presentaciones