Bilingual Spanish Customer Service Representative

1 week ago

FL United States Percepta Full time
Job Description

At Percepta, we strive to deliver exceptional customer experiences across our markets. As a Customer Service Representative (Bilingual Spanish) in Melbourne, Florida, you will be part of a dynamic team that creates and delivers amazing customer experiences while enjoying a unique culture.

Key Responsibilities

  • Provide timely and professional customer service in response to inquiries and concerns, utilizing available resources and executing the complete call handling process.
  • Communicate professional, grammatically correct verbal responses to customer inquiries and concerns, educating customers on client products and services.
  • Place outbound calls to customers and dealers to understand their needs and respond to customer inquiries and concerns.
  • Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
  • Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.
  • Ensure all customer contacts are properly logged into Siebel, the CRC's contact system, to allow for an accurate historical view of customer contacts with the CRC.
  • Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues.
  • Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner.
  • Liaise with various CRC departments, i.e., Research, etc.
  • Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
  • Work on activities and/or projects as requested by the Team Leader.
  • Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
  • Relay customer service problems to Team Leader when necessary.
  • Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
  • Suggest marketing offers to customers during service calls.
  • Other duties as assigned.

Requirements

  • High school diploma or GED required.
  • Fluent in Spanish and English, both written and verbal.
  • One (1) year customer service experience is preferred.
  • Experience in Customer Service and Sales is preferred.

What We Offer

  • Pay rate of $17.00 per hour, inclusive of base pay of $15.00 per hour + $2.00 per hour premium for the bilingual Spanish skill.
  • Health/Dental/Vision/Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) with company match.
  • Vacation/Sick Time and Paid Holidays.
  • Tuition Reimbursement.
  • Employee Assistance Program.
  • Employee Discount Program.
  • Training and Development Programs (Percepta College).
  • Employee Rewards Program (Perci Perks).

About Percepta

Percepta is a global contact center company that delivers exceptional customer experiences to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one.

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributions.

Respect– a team that is accountable, dependable, and gives you their full attention.

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth – lots of learning opportunities for aspiring minds.

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun.

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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