Bilingual Customer Support Specialist

November 8

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Clearwave Fiber

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201 - 500 employees

📡 Telecommunications

Description

• Clearwave Fiber prioritizes and serves our customers, communities, and fellow associates. • 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. • 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

• 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.

Benefits

• Performance-Based Rewards: Join our team and unlock a rewarding career path with our performance-based rewards system, featuring a competitive compensation package that includes a base salary, commission potential, and a long-term bonus plan. • Comprehensive Health Coverage: From day one, access medical, dental, and vision plans to safeguard your health and that of your loved ones. • Financial Security: Enjoy company-paid life insurance, with options for additional coverage, alongside company contributions to HSA/HRA accounts, with an FSA plan available. • Generous Time Off: Recharge and rejuvenate with up to 20 days of paid time off in your first year, ensuring a healthy work-life balance. • Investment in Your Future: Participate in our 401(k) with matching contributions, vested upon hire, paving the way for a secure financial future. • Safety Nets: Benefit from company-paid short-term and long-term disability plans and an Employee Assistance Plan for added peace of mind. • Enhanced Perks: Connectivity Benefits: Enjoy complimentary Clearwave Fiber services if you reside within our service area, bringing high-speed connectivity to your fingertips. In addition, you are provided with a laptop and cell phone and mileage reimbursement. • Recognition & Support: Join our Clearwave Connections program, where associates are celebrated for their contributions, and access 24/7 Health Advocate support at no cost to you. • Wellness & Protection: Explore voluntary plans for accident, critical illness, hospital indemnity, and legal services to further safeguard your health and financial wellbeing. • Collaborative Environment: Thrive in a supportive and collaborative work culture that values diversity, inclusion, and teamwork.