Bilingual - Customer Solutions Representative

JOB DESCRIPTION

Job Title: Customer Solutions Representative

FLSA Classification: Non-exempt

Schedule: M-F; 8 am - 5 pm

POSITION OVERVIEW

The Customer Solutions Representative is the first point of contact for customers. The primary responsibility is to provide exceptional customer service when answering customer inquiries, process incoming referrals, and to provide administrative support to the Program Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Answers phone calls/chat/emails and responds to all customer inquiries including, but not limited to documenting inquiries and setting up new work orders.
• Maintains company voicemail.
• Provides information about products and services.
• Obtains details to resolve complaints.
• Maintains records in customer tracking systems
• Communicates with customers on the status of applications and work orders.
• Researches and reviews relevant information to access validity of complaints and to determine probable causes.
• Collaborates with supervisor to resolve complex issues / complaints.
• Builds relationships and works closely with client, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Researches and reconciles discrepancies in customer accounts.
• Maintains a clean and organized office environment.
• Continually maintains working knowledge of all company products and services.
• Other duties as assigned.

Teamwork - Develops and promotes teamwork and cooperation among co-workers. Maintains a positive, upbeat role, promotes and exemplifies MAROMA values and represents Company objectives and interests to internal and external customers.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school graduate or equivalent
• Minimum of two or more years in customer service industry or a combination of formal education/ training.

Knowledge, Skills and Abilities

• Ability to take initiative and accountability for quality work
• Excellent customer service skills and demonstrates a proactive work ethic
• Ability to work with minimal supervision
• Demonstrates an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion
• Demonstrates the ability to interact with the public and co-workers in a friendly, team player, and customer-focused manner
• Strong oral and written communication skills

Required Technical / Other Skills / Licenses

• Excellent interpersonal, verbal and written communication skills. Ability to establish rapport, build relationships and loyalty with external and internal customers, and remain tactful when communicating negative information
• Ability to read, analyze and interpret general business correspondence and company policies and procedures. Must be able to interpret policy/warranty information from various manuals
• Must be able to navigate through multiple computer applications with speed and accuracy
• Must possess the ability to learn and understand new software and other technology applications as introduced by MAROMA
• Must have a professional telephone manner
• Proficient in MS Office Suite
• Must be able to speak, read, and write in Spanish

Preferences

• Industry experience preferred.

SAFETY

Maintains a positive, upbeat role, promotes and exemplifies MAROMA values and represents Company objectives and interests to internal and external customers.

CONFIDENTIAL INFORMATION – This position has access to confidential information which includes: client account information.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: Hybrid remote in Upland, CA 91786

Salary : $18 - $22