Bilingual Customer Support Specialist

Description

Clearwave Fiber prioritizes and serves our customers, communities, and fellow associates. We are here to build something great and fulfill our purpose of empowering people and communities to connect and thrive. The bilingual Customer Support Specialist is responsible for providing extraordinary customer service to new and existing commercial customers in a high-volume remote call center for our Spanish line. Achieves high levels of customer satisfaction and loyalty with prompt, competent, and courteous support including, but not limited to, handling all Clearwave Fiber customer support calls, billing inquiries, disputes, and credits, centralized disconnects, and collection activities. In addition, this person is a team player with a passion for assisting others, working with other departments to provide solutions, set expectations, and follow up with customers as promised.

What you will do:

• Takes ownership of customer support calls and emails by analyzing, researching, and communicating internally and externally through the successful resolution of issues.
• Supports billing inquiries, disputes and credits, centralized disconnects, and collection activity expediently and professionally.
• Guides customers through billing statements, enters orders for billing changes and adjusts billing to fulfill customer requests, correct identified billing errors, and resolve customer complaints.
• Effectively de-escalates customer conversations, identifies customer needs, and achieves positive resolution while also setting proper follow up and billing expectations
• Utilizes designated systems and available resources for efficient call handling to meet and exceed established productivity standards
• Utilizes strong relationship building, customer service, and critical thinking skills to deliver positive customer experiences that meet and exceed established quality standards
• Works both independently and as part of the team while embracing company initiatives and direction provided to ensure consistency, efficiency, and best customer experience
• Participates in regular training sessions to stay up-to-date on best customer service practices, current and new products, selling techniques, and the ability to articulate local and competitive advantage
• Communicates independently, effectively, clearly, and professionally with customers, employees, supervisors, and managers to establish and maintain considerate and cooperative relationships.
• Engages with customers to ascertain customer satisfaction, answer questions or concerns, and proactively seek to maximize customer experience.
• Enters all customer-related activity into the CRM daily.
• Regular, consistent, and punctual attendance. Must be able to work overtime as necessary.
• Performs other related duties as required.

Requirements

What you will need:

• Bi-lingual - fluent in Spanish
• Minimum of four years of Customer Service experience, ideally with a background in Call Center, Telecommunications, and/or Sales.
• Associates degree or equivalent combination of education and relevant experience.
• Exceptional communication skills, with the ability to engage effectively with customers, colleagues, and management.
• Proven track record of delivering outstanding customer service, prioritizing customer satisfaction above all else.
• Meticulous attention to detail, ensuring accuracy and precision in all tasks and interactions.
• Strong organizational abilities, adept at managing tasks and priorities efficiently.
• Demonstrated critical thinking skills, capable of analyzing situations and making well-informed decisions.
• Proficiency in computer skills, including the Microsoft Office Suite, CRM systems, and business phone systems.
• Ability to thrive in a fast-paced environment, adept at multitasking and managing time effectively.
• Comfortable working at a computer workstation for extended periods while utilizing a headset.

Additional Qualifications:

Must meet the Home Office Requirements below to qualify for remote / work from home positions:

• Self-motivated and the ability to work independently with little or no supervision in a remote setting.
• Have a quiet, distraction free work area in a location that provides privacy from other people, activities, and noise.
• Have a steady work surface
• Have a comfortable chair
• Adequate lighting
• Working smoke and carbon monoxide detectors
• Fast and reliable internet service. [If you live within the Clearwave Fiber footprint, this is partly covered as part of your employee benefits]

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