Bilingual Call Center Customer Service Representative

Job Description

Job Description

Summary:

The Customer Service Representative handles inbound and outbound customer calls, emails and other communications from customers – providing world class customer service. A successful candidate can work in a fast-paced environment and while multitasking and demonstrating flexibility to solve customer requests. They may perform specifically assigned tasks daily and will take responsibility to ensure all tasks are done in an accurate and timely manner. Hours of this position will be 9 am – 6 pm Monday-Friday.

Duties & Responsibilities:

· First and foremost, understand what it means to deliver an exceptional customer experience.

· Handles customer inquiries from multiple contact types including in- & outbound phone calls, email, and chat.

· Research, enters, and updates required information using available resources.

· Manages and resolves customer complaints, identifies and escalates priority issues.

· De-escalates customer complaints and offers alternative solutions.

· Provides customers with accurate product and service information, follows up when needed.

· May manage a portfolio of assigned customer accounts, acting as the main contact for assigned outside sales rep and their customers. Takes responsibility for their assigned account orders - ensuring excellent customer service.

· Professionally interacting with other departments and outside organizations to ensure customers’ needs are met.

· Other duties as assigned.

Qualifications:

· High School Diploma Required. Degree preferred

· Bilingual (Spanish and English)

· Strong Customer Service related background, including one or a combination of the following:

o 2+ years’ experience working in a call center environment

o 2+ years’ experience working in fast paced in person customer service or sales position

· Experience working with outside sales force and handling key and national accounts

· Strong computer skills, understanding of Microsoft Office products: Outlook, Excel & Word

· Excellent communication skills, both verbal and written

· Strong organizational skills

· Demonstrated success managing sales account relationships

· Demonstrated success at using available resources to troubleshoot and problem solve

· Good attention to detail - MUST be able to multi-task

· Great attitude & ability to thrive in a close team environment

· Experience in the arborist industry is preferred, not required

Physical Demands:

Light Work involves lifting up to 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Frequent walking, standing, and sitting. Frequent reaching and/or grasping using hands and/or arms. Frequent use of hands requiring dexterity in using the telephone, computer keyboard, or other objects. Visual ability including distance, peripheral and depth perception. Regularly required to talk and hear.

Vertical Supply Group (VSG) is a manufacturer and supplier of the world’s leading products that keep climbers, ‘industrial athletes,’ and technical rescue personnel safe and efficient while operating high above the ground. VSG’s leading brands & products set a standard of innovation and quality while providing world-class experiences for their retail, distribution, and web store customers. VSG’s offering consists of the most comprehensive assortment of products for arborists, climbers, emergency personnel, technical rescue, and other work-at-height professionals & enthusiasts.

Company Description

Vertical Supply Group (VSG) is a manufacturer and supplier of the world’s leading products that keep climbers, ‘industrial athletes,’ and technical rescue personnel safe and efficient while operating high above the ground. VSG’s leading brands & products set a standard of innovation and quality while providing world-class experiences for their retail, distribution, and web store customers. VSG’s offering consists of the most comprehensive assortment of products for arborists, climbers, emergency personnel, technical rescue, and other work-at-height professionals & enthusiasts.