Journeys - Bilingual Spanish/English Phone Support Representative - Onsite

Position Overview:

As a Bilingual Customer Support Specialist I, you will play a key role in delivering exceptional service to both internal and external customers. You will provide prompt, effective support while utilizing various software applications to resolve inquiries across multiple communication channels. The ideal candidate is a proactive problem-solver with a passion for helping others, strong communication skills, and the ability to remain calm under pressure.

Job Responsibilities:

• Communicate with customers via phone, chat, SMS, and email to provide accurate and timely information on orders, promotions, shipments, product details, and returns.
• Foster strong customer relationships to enhance retention and loyalty.
• Work cross-functionally with internal teams to ensure seamless customer experience.
• Meet individual and team performance metrics, including adherence, handle time, quality assurance, and attendance.
• Serve as a brand ambassador by upholding company values and delivering outstanding service.
• Apply coaching, feedback, and training to enhance performance and customer satisfaction.
• Ensure the security and privacy of customer information.
• Perform additional duties as required to support business operations.

Job Requirements:

• High school diploma or GED.
• 1-2 years of customer service or retail experience preferred.
• Strong verbal, written, and interpersonal communication skills.
• Ability to thrive in a fast-paced, dynamic environment while meeting performance expectations.
• Proficiency in learning and using new software applications.
• Excellent problem-solving and conflict resolution skills.
• Strong attention to detail and ability to multitask effectively.
• Reliable attendance and willingness to work a flexible schedule, including performance-based schedule bidding.
• Fluent in English with strong typing skills (must meet minimum words-per-minute requirement).
• Bilingual proficiency in Spanish.