ABOUT US

ZoomOnline aims to provide an exceptional customer experience by offering fast, uncapped, affordable Wi-Fi-enabled internet service. Connecting exclusively through Zoom Technology Group’s fiber infrastructure and network. We are a customer-oriented business that prides itself on exceptional service delivery. We are a collaborative, creative, entrepreneurial team building a vibrant and dynamic brand where people who want to make a difference can grow their careers.

PURPOSE OF THE ROLE

The Bilingual Customer Service Representative handles all customer queries (FAQ, service, billing, and level I tech support), accurately logs inquiries to update customer data, and interacts with customers via inbound and outbound calls, messaging, social media, and email. This position will require clear and professional communication skills in English and Spanish, advanced troubleshooting abilities, and a genuine ability to help customers, demonstrate patience and be outgoing, engaging, and empathetic.

The Customer Service Center delivers 24/7 support. Candidates must be flexible enough to work rotating shifts within a 12-hour window to make up a 40-hour workweek and willing to work a rotating weekend schedule.

RESPONSIBILITIES

• Provide customer support in both English and Spanish
• Respond to customers inquiries via phone, text, chat, email or social media
• Resolve customers concerns
• Provide solutions to customers
• Translate documents
• Provide product/service information to customers understanding
• Assist customers with new orders
• Recommend services to enhance customer experience
• Maintain and update customer records through CRM
• Ensure customer satisfaction
• Follow communication procedures, guidelines, and policies
• Perform data entry tasks accurately and efficiently
• Collaborate with team members to continuously improve customer service workflows and policies.

QUALIFICATIONS

• Fluent in Spanish is required; other languages are a plus (multilingual or bilingual)
• Two (2) years of experience in Customer Service, Technical Support or a related field
• High school diploma or GED required, higher education a plus
• Exceptional phone etiquette and communication skills (verbal & written)
• Strong problem-solving skills with the ability to think analytically
• Ability to multitask and prioritize tasks in a fast-paced environment
• Proficient in Microsoft Office or 365 platforms; familiarity with Mac OS, a plus
• High level of professionalism
• Demonstrated punctuality with good attendance
• Experience with CRMs, ticketing tools, remote support tools, and/or understanding of Virtual Desktop Infrastructure support.

We're an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. We offer competitive pay, comprehensive training, and career growth and development opportunities.