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Bilingual Customer Support Specialist

2 months ago

Fresno, California, United States unWired Broadband Full time
Job Overview

Bilingual Customer Support Specialist (Spanish)

unWired Broadband is seeking a dedicated and positive bilingual Customer Support Specialist to enhance our Sales division. Reporting directly to the Sales Director, this role is essential for maintaining communication with our valued customer base, assisting them in resolving inquiries related to their accounts. Responsibilities may include recommending suitable internet plans, processing payments, and updating billing details, as well as managing account modifications.

Key Responsibilities:

  • Serve as the primary support representative for the company, becoming a trusted voice for our long-standing customers.
  • Handle incoming calls, emails, and messages from customers, assessing their needs regarding their accounts.
  • Assist customers with billing inquiries, including payment processing and account suspensions.
  • Identify and promote opportunities for additional services and upgrades to existing customers.
  • Proactively reach out to customers regarding equipment updates and enhancements.
  • Manage account changes, additions, and modifications for customers.
  • Resolve customer issues by understanding their concerns and providing effective solutions to enhance company revenue.
  • Maintain accurate customer contact and account information in the appropriate systems.
  • Respond to customer communications in a professional and timely manner.
  • Uphold the Company values by fostering an inclusive environment that respects diversity and prohibits discrimination.
  • Ensure compliance with safety and health regulations to maintain a safe work environment.

Required Qualifications:

  • Fluency in Spanish is mandatory.
  • High School Diploma or equivalent proficiency in language and mathematics.
  • Experience in customer interaction within a call center, retention center, or retail setting.
  • Strong customer service orientation with a focus on delivering a positive experience.
  • Excellent verbal and written communication skills.
  • Proficient in technology, including Microsoft Office, CRM systems like Salesforce, and SIP phone systems.
  • Ability to multitask and adapt quickly in a dynamic support environment.
  • Strong problem-solving skills with the ability to analyze information and develop solutions.
  • Effective communication skills, capable of presenting information clearly and persuasively.
  • Interpersonal skills that emphasize conflict resolution and confidentiality.
  • Attention to detail is essential.

Benefits Offered:

  • Comprehensive Medical, Dental, and Vision Insurance
  • Company-funded Life Insurance and Accidental Death & Dismemberment Insurance
  • Long-Term Disability Insurance
  • Flexible Spending Accounts
  • 401K plan with generous contributions, including Profit-Sharing
  • Paid time off for Holidays, Vacation, and Sick leave
  • Complimentary Internet Service
Company Overview

Founded in 2003, unWired Broadband is based in Fresno and is committed to providing fast and reliable Internet connections to homes and businesses in rural and underserved regions. Our growth over the past 21 years has been driven by the increasing demand for connectivity. We currently serve over 19,000 square miles, strategically placing over 200 tower sites to reach areas overlooked by traditional DSL, cable, and fiber providers.