Bilingual Customer Support Specialist supporting Roofr’s CRM users in English and Spanish. Troubleshooting inquiries across phone and chat while improving customer experience.
About the role
- Remote customer service representative handling inbound support, troubleshooting, sales, and account management. Supporting MCI’s business-process outsourcing and customer-experience services.
Responsibilities
- Handle inbound customer service, help desk, technical support, and back-office processing interactions
- Interact with hundreds of customers each week across the country
- Listen to customers, understand their needs, and resolve customer issues
- Use systems and technology to complete account-management tasks
- Recognize sales opportunities and apply sales skills to upgrade products and services
- Explain and position products and processes to customers
- Escalate customer dissatisfaction appropriately to the managerial team
- Ensure first-call resolution through problem solving and effective call handling
- Represent recognizable brands professionally and build strong customer relationships
- Work remotely while using a computer, telephone headset, and other office equipment
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- Typing speed of 20+ words per minute
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of Windows operating system
- Highly reliable with regular attendance and punctuality
- Ability to evaluate, troubleshoot, and follow up on customer issues
- Aptitude for conflict resolution, problem solving, and negotiation
- Customer-service orientation, including empathy, responsiveness, patience, and conscientiousness
- Ability to multitask, stay focused, and self-manage
- Strong team orientation and customer focus
- Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and ability to build relationships
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a Level II background and/or security investigation with fingerprint
- Must be willing to submit to drug screening; does not apply in Canada
- Must complete a full application, screening questions, and a brief pre-employment test
Benefits
- Paid time off and paid holidays
- Supplemental health coverage through Blue Cross for full-time employees
- Life insurance options
- Accident and critical illness insurance
- Career growth and internal promotion opportunities
- Paid training
- Team-oriented work environment
- Casual dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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Bilingual Customer Support Specialist supporting Roofr’s CRM customers in English and Spanish. Troubleshooting issues, managing tickets, and improving customer experiences across support channels.
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