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Bilingual Customer Support Specialist

2 months ago

Reno, Nevada, United States Patagonia Full time
Job Title: Customer Service Representative, Customer Experience (Bilingual English/Spanish)

Reports to: Customer Service Sr. Supervisor, Customer Experience

Scope: Individual Contributor, CF2

Years of Experience: 1+ years

Location: Hybrid Remote

Job Type: Full-Time Fixed-Term Contract

Compensation:
Pay range: $26.50
Hiring compensation includes a bilingual differential and a stipend for home office supplies.

General Overview:
As a Customer Service Representative, your primary responsibility is to deliver outstanding customer service. You will engage with customers and collaborate with the customer service team to achieve optimal outcomes. Your experience in managing various software applications while maintaining professionalism and providing exceptional service is crucial. You will embody Patagonia's mission of environmental stewardship in your daily interactions.

Key Responsibilities:
  • Deliver exceptional support to customers through phone, chat, and email in a remote environment, adapting to varying volumes of inquiries.
  • Work a designated schedule with flexibility to adjust shifts during peak periods.
Tasks:
  • Engage with customers via multiple communication channels, ensuring alignment with Patagonia's core values.
  • Maintain punctuality and adhere to attendance expectations.
  • Collaborate with customers and team members to resolve issues and enhance the customer experience.
  • Efficiently utilize various software systems throughout the workday.
  • Provide accurate information regarding products, orders, and company policies.
  • Process orders and assist with returns or service inquiries as per established procedures.
  • Fulfill customer service responsibilities from a remote setting while maintaining high performance and communication standards.
  • Participate in team-building activities to strengthen connections with company values.
  • Engage in optional company-sponsored initiatives that promote environmental awareness.
  • Complete both virtual and in-person training to enhance customer service skills.
  • Be available during peak operational hours, with limited opportunities for time off during high-demand periods.
Skills:
  • Effective communication skills, including active listening and clarity in both verbal and written formats.
  • Ability to provide quality service through various communication methods.
  • Strong organizational skills with a focus on reliability and punctuality.
  • Experience working collaboratively with diverse groups.
Who You Are:
  • Solution-Oriented: You thrive on providing innovative solutions and adapting to changing needs.
  • Strong Communicator: You possess excellent communication skills that resonate with a diverse audience.
  • Collaborative: You work well with others to find creative solutions and foster a positive environment.
  • Engaged: You are committed to environmental sustainability and excellent customer service.
  • Highly Productive: You manage multiple tasks effectively with minimal supervision.
  • Organized: You excel in prioritizing tasks and maintaining attention to detail.
  • Emotionally Intelligent: You demonstrate empathy in all interactions.
  • Inclusive Team Player: You proactively support your colleagues and contribute positively to the team.
  • Open-Minded: You value feedback and are adaptable to different perspectives.
Experience and Technical Skills:
  • Bilingual in English and Spanish, with strong communication skills in both languages.
  • Minimum of 1+ years in a customer service role, preferably in a contact center.
  • Proven ability to deliver exceptional customer experiences.
  • Technical proficiency in navigating multiple platforms and software.
  • Ability to meet typing speed requirements.
Home Office Requirements:
  • Reliable internet connection and appropriate workspace for remote work.
  • Ability to use Patagonia-provided technology effectively.
Work Hours:
  • Availability during scheduled shifts is essential.
Physical Requirements:
Ability to interface with technology to provide customer support.

Equal Employment Opportunity:
All qualified applicants will receive consideration for employment without discrimination based on various factors.