Bilingual Customer Support Specialist

POSITION OVERVIEW

The Customer Service Specialist is responsible for being a working leader in providing information and services to all customers for any traffic violations.

ESSENTIAL RESPONSIBILITIES:

• Reviewing traffic violations 
• Processing payments
• Maintaining working knowledge of customer rules and regulations
• Ensure work is completed in accordance with local rules
• Providing a one stop resolution to customer enquiries

RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

In addition to normal processing / production duties,  Customer Service Specialists are responsible for the following activities of their assigned department(s)

• Monitor service request workflow (Fresh Desk Tickets)
• Assist with processing of backlog and incoming service requests within the department
• Guide / Assist with the creation, maintenance, validation, and communication/use of Knowledge Management Materials (Training Documents, SOPs, Checklists, Job Aids, Matrices etc.)
• Assist in special assignments and projects as needed
• Review outgoing transactions for accuracy, identify, document and correct errors, provide defect completion, escalate to management as needed
• Assist in root cause analysis (RCA) creation / documentation as needed
• Other duties as assigned by Management
• Works well in a team environment and can work with individuals from all business areas
• Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics

REQUIREMENTS:

• Dual language, fluent in English and Spanish is required.
• High School Diploma or GED equivalent
• Minimum 2 years prior experience in similar role essential
• Intermediate knowledge of Microsoft Office products (Excel, Word, Power Point)
• Ability to pass state background checks
• Capable of learning internal proprietary computer software applications
• Effective communication skills, both written and verbal
• Position located in Jupiter, Florida
• Must possess “soft skills”: personal effectiveness, creative problem solving, strategic thinking
• Minimum of 30 words per minute typing skills
• Maintain strict confidentiality on all matters

DESIRED SKILLS:

• Degree level education
• Experience in Zendesk
• Experience in SAP, or other ERP/MRP database desired

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs and ladders; balance; stoop, kneel, crouch or crawl; talk and hear.