Bilingual Customer Service Representative - BTX

The Customer Service Representative (CSR) will play an important role in the success of our organization as the liaison between our company and its current and potential customers. This role accepts ownership of signing up new customers, solving customer issues, complaints, and inquiries; by providing a high level of customer service and care to our customers throughout the local Brownsville market and our other markets as support.

Responsibilities:

• Understand the Lit Fiber product offerings and be able and willing to educate customers about the benefits.
• Provide customers with introductory information and help guide them for an Internet solution that meets their needs.
• Manage inbound and outbound calls in a timely manner. Sell to potential customers.
• Help customers with billing, service and account issues.
• Create initial sales orders and place trouble tickets.
• Determining the quickest, most effective ways to answer a client's or customer's questions.
• Keep records of all conversations in our systems.
• Escalate queries and concerns to the appropriate teams.
• Meet personal/team qualitative and quantitative targets.
• Troubleshooting common issues with a product or service.
• Resolve customer complaints/issues in a courteous manner.
• Ability to assist working the Experience Center Store when needed for coverage.

Requirements

• Fluent in Spanish and English
• Bachelor's degree or equivalent work experience
• 1 - 2 years of customer service experience, or related experience
• Ability to proactively observe and recognize sales leads
• Strong phone and verbal communications skills along with active listening
• Ability to multitask and manage time effectively
• Ability to de-escalate a situation through to resolution

Lit Fiber Equal Opportunity Program Policy

The employees of Lit Fiber represent a talented and diverse workforce. Achieving the full potential of this diversity is a business priority that is fundamental to our competitive success. A key element in our workforce diversity programs is Lit Fiber' commitment to equal opportunity.

Business activities such as hiring, promotion, and compensation of employees, are conducted without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, situation or age. These business activities and the design and administration of Lit's benefit plans comply with all applicable laws, including those dealing with equal opportunity. For qualified people with disabilities, Lit Fiber makes workplace accommodations that comply with laws applicable to the company, and which Lit Fiber determines are reasonable and needed for effective job performance. In respecting and valuing the diversity among our employees, and all those with whom we do business, managers are expected to ensure a working environment that is free of all forms of harassment.

This policy is based on sound business judgment and anchored in our Lit Fiber values. Every manager at Lit Fiber is expected to abide by our policy, and all applicable laws on this subject, and to uphold our commitment to workforce diversity.