Customer Success Manager, Spanish Speaker
PlanHub
Customer Resolutions Agent, Bilingual Spanish
WeLink
full-time
Posted on:
Origin: • 🇺🇸 United States • Utah
Visit company websiteSalary
💰 $21 - $23 per hour
Job Level
Junior
About the role
- Customer Resolutions Agent provide exceptional support to our customers through various channels, including phone, chat, SMS, and email. Assist customers with technical troubleshooting, account management, and billing inquiries, ensuring their needs are met with efficiency and care. In this role, you’ll leverage your technical knowledge, problem-solving skills, and excellent communication abilities to create a seamless and positive customer experience. Essential Job Functions Respond to inbound customer inquiries via phone, chat, SMS, and email promptly and professionally. Troubleshoot technical issues related to internet service, wide area networks, and connectivity challenges, providing clear and actionable steps to customers. Manage and resolve billing inquiries by clarifying charges, handling adjustments, and assisting with payment-related questions. Assist with account management tasks, including service adjustments, upgrades, and general customer service inquiries. Create and update tickets using our CRM system Salesforce to ensure accurate and detailed records of customer interactions and resolutions. Collaborate with internal teams to escalate and resolve complex issues efficiently. Contribute to knowledge sharing within the team to improve processes, resources, and customer satisfaction continuously.
Requirements
- Must be fluent in English and Spanish. High School Diploma or GED required; Associate’s Degree in a related field a plus. 1-2 years of experience in customer service, technical support, or a related field. Experience in an ISP or telecommunications environment is a plus. Excellent communication skills – Clear and empathetic communication skills are essential for delivering complex information effectively across phone, chat, SMS, and email. Technical troubleshooting abilities – A basic understanding of wide area networks, connectivity, and internet services. Experience with CRM systems – General knowledge in a ticket-based CRM system, with Salesforce experience preferred. Strong problem-solving skills – Ability to handle a variety of customer concerns with a calm and solution-oriented approach. Customer-centric mindset – A dedication to providing a positive customer experience and going the extra mile to ensure satisfaction. Training schedule: Monday - Friday: 10am - 7pm Must be able to work in office 3 days per month after training. Schedule after Training: Monday - Friday: 9am - 6pm
