Bilingual Customer Experience Associate (In-Person)

Department: Call Center/Tech Support

Employment Type: Full Time

Location: Coral Springs

Reporting To: Senior Manager, Customer Experience

Description

As a Bilingual Customer Service Experience Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

Key Responsibilities

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• In addition to in-person customers, you will assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
• Communicate with leadership regarding concerns brought up by customers.
• Be flexible and open to change.
• Available during office hours, Mon-Friday 8:30am-5pm.

Skills, Knowledge and Expertise

• Must be bilingual English/Spanish
• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations. 
• Very comfortable working with computers, multiple screens, customer databases. 
• Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. 
• Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving. 
• Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope. 
• Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers. 
• Demonstrates ability to achieve established goals and performance metrics. 
• High focus on attendance and being punctual. Office is open Mon-Friday 8:30am-5pm.
• Ability to work independently but seeks leadership support when necessary. 
• Bilingual English/Spanish a plus.
• Ability to effectively present information and respond to questions from customers and technicians.   
• High School Diploma or equivalent 
• 2 years related experience. 
• Customer/Client Focus – you enjoy solving problems and helping customers.
• Flexibility and Adaptability.
• Teamwork Capacity. 
• Technical Capacity – comfortable learning new systems and a fast learner.
• Typing- minimum 25 wpm.
• Punctual and Good Attendance.

Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP