Bilingual Customer Support Representative

Great HealthWorks Fort Lauderdale, FL
Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers. Great HealthWorks understands the importance of partnering with the right vendors, associations and charities to ensure we offer the quality of products and services to meet the expectations of our customers.

The Bilingual Customer Support Representative role requires the ability to appropriately respond to customer inquiries and resolve each matter efficiently and with the customer's best interest. This role encompasses all aspects of customer contact, including complaints and escalations. The Bilingual Customer Support Representative will be the main point of contact for the customer in handling issues, facilitating resolutions by collaborating with various additional departments and should be able to identify gaps and implement procedures that ensures repetitive complains do not occur again. The successful candidate will possess strong interpersonal, organizational and communication skills.

Responsibilities:

* Discuss with customers via telephone to provide information about products or services, cancelled or active accounts, product concerns or any reason of escalation

* Resolve customer concerns in a timely and efficient manner utilizing the utmost respect and courtesy

* Communicate the company's purpose, core values and vision to customers

* Handle escalated calls, complaints, questions and queries and investigate in order to find a resolution

* Retain documentation and provide weekly and monthly reports to progress

* Obtain and examine all relevant information to appropriately disposition or resolve customer inquiries

* Strategize the best, most efficient way to solve customer issues

* Drive the following key metrics:

* Quality and Compliance

* Productivity (Must meet time frame objectives)

* Dependability (Availability and Schedule Adherence)

* Other duties as assigned by management

Required Qualifications:

Minimum Education and Experience:

* 1-3 years of high volume customer service experience

* Bilingual (Spanish/English) required

* High School Diploma or equivalent; some college a plus

* Experience with Canada Post, USPS, Address Doctor

* Proficient using Microsoft Office

Knowledge, Skills and Abilities:

* Ability to work regular, full-time schedule, Monday through Friday 9am to 6pm with flexibility to work additional hours depending on business demands

* Experience in call center activities

* Effective problem solving and decision making skills

* Ability to work independently with minimal supervision

* Highest level of integrity and meticulous attention to detail

* Excellent verbal and written communications skills

* Ability to work well in a team Environment

* Ability to maintain confidentiality

* Excellent organizational skills

* Ability to gather and analyze information from multiple sources

What We Provide:

We offer competitive compensation and benefits, including monthly product samples, health, dental and vision plans, employer paid life insurance (1X base salary), paid holidays and paid time off, 401-k plan with company match.

EOE, DFWP