Bilingual Support Specialist

Job description

Provide omni-channel support (phone, chat, email, and SMS) for the Favor community (Runners, customers, and merchants) and deliver world-class support, empathy, and a personal touch to every interaction. The schedules available for these positions are listed below. These are offered on order of acceptance. 10:00am–6:30pm | Off Tuesday/Wednesday 10:00am–6:30pm | Off Friday/Saturday 1:30pm–10:00pm | Off Thursday/Friday 1:30pm–10:00pm | Off Tuesday/Saturday ### Essential Tasks/Duties/Responsibilities: - Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants. - Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics. - Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism. - Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs. - Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed. ### Education & Experience: - A high school diploma or equivalent ### Knowledge/Skills/Abilities - Fluency in both Spanish and English - Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40+ WPM - Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service - Detail oriented with ability to spot developing issues before they intensify - Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours - Familiarity with Salesforce or similar contact center tools a plus ### Physical & Other Requirements: - Sit for an extended period of time - Hand / Finger dexterity - Lift 20 lbs or more on an occasional basis - Work extended hours and/or rotating schedules - A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work