Bilingual Operations Specialist / Customer Service Representative

Bilingual Operations Specialist / Customer Service Representative

We are seeking a dedicated and personable Bilingual Customer Service Representative to join our Operations team. The ideal candidate will interact with clients and homeowners both on the phone and in person, providing excellent customer support while ensuring a positive and efficient experience. You will be responsible for addressing inquiries, resolving issues, and offering solutions to meet customer needs in a professional and friendly manner. As part of our team, you'll gain valuable experience and play a key role in delivering quality support to our clients and homeowners.

This is a full-time on-site role for a Bilingual Operations Specialist / Customer Service Representative located in San Antonio, TX. The Operations Specialist will handle day-to-day tasks such as addressing customer inquiries, providing customer support, and ensuring customer satisfaction. The role involves managing customer experiences and resolving issues promptly and effectively.

Key Responsibilities:

• Phone Support: Answer incoming customer calls, addressing inquiries, troubleshooting problems, and providing solutions effectively and courteously.
• In-Person Support: Assist customers as they walk in by answering questions and resolving any concerns they may have.
• Email Support: Answer all incoming and pending emails but addressing inquiries and issues in a timely manner. Draft professional correspondence.
• Problem Resolution: Listen to customer issues and concerns and take appropriate action to resolve or escalate them as necessary.
• Service Knowledge: Maintain an up-to-date knowledge of services and policies for each community to provide accurate information.
• Team Building: work with managers, other Customer Service Representatives, and Finance Department.
• Customer Relationship Building: Establish rapport with clients, building long-term relationships based on trust and professionalism.
• Data Entry & Record Keeping: Log customer interactions in the system, ensuring accurate and timely documentation of conversations and transactions.
• Feedback Collection: Gather customer feedback to improve services, products, and customer experience.
• Day to Day: Book reservations, draw up payment plans, manage services for homeowners such as gate service and pool card access. Retrieve and sort mail. Maintain inventory. Follow up on voicemails left by clients and homeowners.

Required Skills and Qualifications:

• Bilingual
• Customer Service Representatives and Customer Service skills
• Customer Support and Customer Satisfaction experience
• Customer Experience management
• Excellent communication skills in English and Spanish
• Ability to work in a dynamic environment and handle multiple tasks
• Proficiency with customer service software and tools
• High school diploma or equivalent (associates degree or higher preferred).
• Ability to handle difficult or upset customers with patience and professionalism.
• Strong problem-solving and multitasking abilities.
• Excellent interpersonal skills with a friendly, approachable demeanor.
• Proficiency in using phone systems, computers, and customer service software.
• Ability to work under pressure and meet deadlines.

Preferred Qualifications:

• Previous experience in a similar role, especially in customer-facing environments.

Working Conditions:

• Full-time
• Monday-Friday, 8a-5pm in office
• Starting at $17.00 per hour and up
• Opportunity for career advancement

Benefits Offered:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401k Matching Plan
• Paid Time Off