Customer Service Representative

Job description

About the Role We are seeking Customer Service Professionals (Pros) to provide real-time Video Chat support to customers shopping in retail store locations. This is a customer-facing, technology-enabled role that combines excellent communication skills with product knowledge to deliver personalized shopping experiences. Successful Pros will be the face of our brand, helping customers make confident purchasing decisions while managing video calls professionally and efficiently. The ideal candidate thrives in a fast-paced, high-volume retail setting and delivers responsive, empathetic, and resolution-oriented service aligned with U.S. customer experience standards. What you will do Answer incoming Video Chat calls from in-store customers in a timely and professional manner. Greet customers warmly, identify their needs, and provide personalized assistance. Provide accurate, detailed product information and consultative recommendations based on customer preferences and needs. Guide customers through available inventory, options, and inform them about current promotions, discounts, and loyalty programs. Address customer questions, concerns, explain returns, exchanges, refunds, and warranty policies. Troubleshoot product-related problems and escalate complex issues to management while maintaining customer satisfaction. Manage required documentation and customer records accurately. Comply with all security, confidentiality, and compliance requirements. What you bring: Bilingual English/Spanish. 1-3 years of experience in retail, e-commerce, or high-volume customer support. Comfortable with video conferencing, basic technology, computers, and tablets. Excellent verbal communication and listening skills with a clear, friendly, and professional speaking voice. Experience supporting U.S.-based customers preferred. Strong attendance record, punctuality, and commitment to goals. Patient, empathetic approach to customer interactions with problem-solving and conflict resolution abilities. Nice to have: Experience in specialized retail (fashion, electronics, home goods, etc.). Sales or consultative selling background. Experience with Video Chat, FaceTime, Zoom, or other video conferencing platforms. Bilingual or multilingual abilities. Work Environment & Expectations Flexibility to work scheduled shifts, including evenings, weekends, peak retail hours, and holiday periods. Ability to sit for extended periods at a workstation and comfortably maintain eye contact with the camera for video calls. Work Environment: 100% In-office based role in Puerto Rico. Aligned to U.S. retail business hours (including evenings/weekends as needed). Equal Opportunity Employer: AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact. Build the Future with AspenView Technology Partners At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently. As we continue to grow, we’re looking for exceptional people to join our team and help drive impactful change across industries. Why Join AspenView? At AspenView, we’re more than a nearshore IT partner—we’re a people-first, purpose-driven company that believes great culture drives great outcomes. We’re passionate about connecting talent and technology to deliver measurable value for clients—and meaningful career paths for our people. Here’s what you can expect: Competitive base Comprehensive benefits and wellness support Flexible work model: hybrid, remote, or in-office Real growth opportunities and leadership visibility Inclusive, respectful culture that blends U.S. innovation with Colombian heart A company that listens, invests in you, and celebrates wins together