Puerto Rico Customer Care Specialist
BOLD
- Puerto Rico
- Permanente
- Tiempo completo
- Responds promptly and professionally to customer inquiries, complaints, and requests through various communication channels (phone, email, chat, social media, etc.) to assess customer needs and provide accurate and on time solutions while maintaining a professional and empathetic demeanor.
- Documents customer interactions and keeps accurate and up-to-date records of customer accounts, inquiries, and feedback to help identify common issues and trends and provide valuable insights to management.
- Troubleshoots technical issues and provides expert assistance with product or service usage to ensure a seamless customer experience.
- Identifies opportunities to upsell or cross-sell products or services to customers in a professional and tactful manner.
- Escalates complex or high-priority issues to higher-level support or management promptly and efficiently.
- Collaborates with cross-functional teams, such as sales, marketing, and product development, to ensure a consistent and cohesive customer experience across all touchpoints.
- Provides regular feedback to management on common customer issues or trends, as well as suggestions for process improvements, product enhancements, or other areas of potential growth or innovation.
- Meets or exceeds customer satisfaction goals and metrics, while maintaining a positive, customer-centric mindset and attitude always.
- High School diploma or general education degree (GED)
- One (1) year of customer care experience
- Strong communication skills in English, in reading, writing, and speaking
- Excellent organizational, follow-through, and interpersonal skills
- Flexibility to work on the weekends and on holidays if needed, as well as adapting to support Daylight Savings Time changes
- Technical proficiency and familiarity with common customer service software and tools, such as CRMs, helpdesk software, and ticketing systems (i.e., Salesforce, Zendesk, SiteJabber, Trustpilot, BBB)
- Has a solid foundation in basic math skills, including arithmetic and problem-solving
- Competitive salary
- Bi-annual bonus
- 401(k) plan with match
- Equity in company
- Internet and home office reimbursement
- In-office catered breakfast and lunches
- Medical, dental, and vision (optional plans for your family)
- Life & long term disability insurance (optional)
- Mental health support and resources
- Wellness reimbursement (gym, health apps, etc.)
- Flexible PTO
- Sick time policy
- Observed holidays
- 1-week PTO for the December holidays