Representative, Bilingual Customer Care

Shift: Tues - Fri 7am-4:30pm

Position Summary: Offer exceptional customer service by providing inbound callers with expert product guidance and create a positive experience that will build and strengthen relationships with current and future customers. Additionally, respond to electronic and written correspondence. Bilingual customer care representative will be required to communicate verbal and written in English and Spanish, or a language designated when hired.

Essential Job Functions:

1. Maintain status to accept telephone and electronic constituent orders and requests. Listen to and analyze customer communication to offer appropriate sales recommendations of products that support organizational objectives.
2. Reading, understanding and determining appropriate actions to be taken in Advantage system.
3. Accurately enter and update the required data in scanning software, Mavro.
4. Handle interactions across various communication platforms, including phone, email, and chat.
5. Input customer requests into database. Research and review billing, product, or shipping questions. Follow-up with constituent, as necessary.
6. Read and analyze incoming e-mails and correspondence of both spiritual and business nature and respond according to written procedures.
7. Extract mail and perform scanning processes, as necessary.
8. Accept and direct inbound calls to the appropriate department or service.
9. Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
10. On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associate will be provided training on how to handle said situations should they arise.
11. Regular Attendance. Defined in the department as less than 9 points.
12. Adhere to all company policies and procedures including all safety guidelines.
13. Utilize electronic time management system to input time and attendance.

Non-Essential Job Functions:

1. Maintain confidentiality of all work.
2. Make outbound calls as required.