The Ideal Candidate

As a Bilingual Customer Service Representative, you will be responsible for championing strong relationships with Journeys’ internal and external customers by providing prompt support and optimal solutions. This position frequently learns new software and applications to adequately handle inbound interactions based upon the assigned interaction channel to effectively multi-task and resolve customer inquiries. The ideal candidate is a master problem-solver who has a passion for serving others and a knack for staying calm under pressure, while being able to effectively communicate through both verbal and written means.

How You Will Make an Impact

• Maintain effective communication with customers to provide accurate and ongoing information as it relates to orders, promotions, shipments, product details, website questions, and returns.
• Build personal connections and relationships to promote customer retention and maintain customer loyalty.
• Meet individual and team customer-focused goals while maintaining the standard of expectations with all Key Performance Indicators (KPIs).
• Act as an ambassador for the brand and adhere to an appropriate and effective set of core values.
• Quickly and effectively apply coaching, feedback, and training to improve individual performance and customer experience.
• Ensure and maintain the safety, security, and privacy of customer information.
• During periods of training or due to business needs, agents will be expected to take interaction types that may include phone calls, chats, SMS messaging, and emails.
• Complete additional tasks as requested to support business needs.

Experience and Skills You'll Need to Have

• Strong communication (verbal, listening, and written) and interpersonal skills.
• Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
• Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
• Ability to sit for long periods of time.
• Ability to learn new software and applications.
• Ability to handle and resolve conflict positively and in a calm, professional manner.
• Ability to work both independently and in a team environment.

Position Requirements

• Ability to speak and type fluently in English.
• Ability to speak and type fluently in Spanish.
• Meet minimum requirement for words per minute on a typing evaluation.
• Must be able to work various 8 hour shifts during within the following hours of operation: 10am-7pm Sunday, 7am-8pm Monday - Friday, and 9am-6pm Saturdays.
• Willing to participate in recurring performance-based schedule bidding.

Work From Home Requirements

• A dedicated, secure, and distraction-free workspace.
• A desktop or laptop (with latest Operating System installed). No tablets or Chromebooks.
• 2 functional monitors (a laptop and a monitor or a desktop and 2 monitors).
• A cell phone with an active service with a cell phone provider, phone number, and a cell phone charger.
• A web camera (an integrated web camera is permitted) and a cell phone headset with a microphone.
• A stable and reliable internet connection of 50Mps download speed and 5Mps upload speed (check your internet speed at speedtest.net). Cannot use public Wi-Fi.
• All items above are at the employee’s expense and will be verified during the hiring process.