Favor Delivery

Bilingual Support Specialist

Favor Delivery

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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About the role

  • Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
  • Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
  • Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
  • Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
  • Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.

Requirements

  • A high school diploma or equivalent
  • Fluency in both Spanish and English
  • Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40+ WPM
  • Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service
  • Detail oriented with ability to spot developing issues before they intensify
  • Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours
  • Familiarity with Salesforce or similar contact center tools a plus
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceissue resolutioncall center scriptscritical thinkingtyping 40+ WPM
Soft Skills
communication skillstime managementdetail orientedability to function in a fast-paced environmentproblem-solving
Certifications
high school diploma or equivalent