Bilingual Customer Service Representative

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Bilingual Customer Service Representative (English/Spanish) - Hiring Immediately!

Location: 200 Lombrano St. San Antonio, TX. 78207 (In-Person)

Schedule: Monday - Friday from 8AM - 5PM

SUMMARY: The Service Department Customer Service Rep. plays a key role in our organization. The position is the first impression of the service and support BE&SCO provides to customers and outside service companies. The position is the first contact to our customer when a customer needs help with their machine. The position provides amazing customer service, along with collecting information from the customer and prioritizing the Service Technicians schedules and workflow. The position follows up with the customer for satisfaction. This position allows more time for the Service Technicians and Service Manager to work on repairs. The position answers all calls/emails, gather as much information as possible from the customer, answers customer questions and enters the data into Sales force before assigning to a technician. The position will also provide general office support with a variety of clerical activities and related tasks. The position initiates, coordinates and executes support to departments including Service, Sales and Parts.

DUTIES AND RESPONSIBILITIES:

• Answers, tracks and handles incoming phone calls in a professional and timely manner; takes accurate messages with a high degree of professionalism and courtesy. Multitasks multiple phone calls and emails simultaneously. Responds quickly to customers, customer emails and phone calls.
• Takes ownership of all customer issues in a professional and courteous manner, in person, on the phone or via email and follows problems through resolution. Builds sustainable relationships.Improves the customer service experience, creates engaged customers and facilitates organic growth. Increase customer satisfaction, loyalty and retention and to meet their expectations.
• Keeps record of all customer interaction and details of actions taken. Maintains accurate records in Salesforce. Ensure that the data and information provided is accurate and true. Proactively establishes and maintains highly organized filing system; files correspondence and other records.
• Proof reads, enters data, prepares and processes: paperwork, contracts and RFP/RFI/RFQ responses for clients and prospects into computer systems. Send outgoing correspondence. Composes, types, and distributes professional correspondence, E-mails, and faxes using individual initiative and as assigned. Receives, distributes daily internal/external emails to the service department.
• Assists and works hand and hand with the Service Manager and Service Technicians.
• Assists the Service Manager on assigning technicians to service work orders based on work load and priority. Helps maintain an orderly workflow according to priorities. Processes service work orders.
• Analyze statistics and compile accurate reports. Reports back on results and brings attention repeated issues.
• Coordinates calendars and schedules appointments, ensuring all parties are informed of and kept abreast of schedules; manages the service calendar and reminds them of meetings or deadlines.
• Coordinates travel arrangements; completes expense reports and processes invoices; ensures that correct account codes are used and required signatures obtained.
• Orders, receives, stocks and maintains service office supplies; coordinates equipment maintenance.
• Performs general clerical duties including but not limited to filing, photocopying, faxing, and mailing.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Carry out tasks with the aim of minimizing errors, waste and time.
• Always adhere to all company policies, procedures and safety.
• Tidy and maintain the service area.
• Be involved and contribute at team meetings.
• Occasional continued skill and safety trainings required.
• Responsible for completing special projects, tasks or other duties as assigned by the Service Manager.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

• 3–5 years of proven experience in customer service and/or administrative support.
• Bilingual (English/Spanish) – fluent in speaking, reading, and writing.
• Strong professionalism with excellent interpersonal, communication, and customer service skills; friendly, patient, and respectful at all times.
• Proficient in Windows, Outlook, Word, Excel, Salesforce, ERP systems, and general office technology (copiers, scanners, phones, etc.).
• Exceptional organizational, time management, and multitasking abilities; able to manage priorities and workflow effectively.
• Sound judgment and decision-making skills; capable of handling challenging customers and maintaining composure.
• Detail-oriented with strong problem-solving and analytical skills.
• Team player who collaborates effectively with colleagues and management while working independently when needed.
• Able to manage switchboard operations, handle cash transactions, and maintain accurate records.
• Competent in scheduling, project planning, and use of digital or paper calendars.
• Flexible, reliable, and adaptable to changing priorities with a commitment to excellence.
• Minimum typing speed of 50 wpm.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Sit for prolonged periods; up to 8 hours per day.
• Talking on the phone to customers for long periods of time.
• Accurately complete detailed reports.
• Coordinate multiple tasks simultaneously.
• Physical activity includes prolonged and intensive use of fingers on repetitive operation of computer terminals, requires viewing computer screens for prolonged periods, and requires extensive and continuous telephone communication.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Language:

• Spanish (Preferred)

Ability to Commute:

• San Antonio, TX 78207 (Required)

Ability to Relocate:

• San Antonio, TX 78207: Relocate before starting work (Required)

Work Location: In person