Bilingual eCommerce Support Specialist – West Coast
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Job Description
eCommerce Support Specialist at Kate Farms providing customer support in English and Spanish via phone, webform, or chat while exhibiting empathy and technical aptitude.
Responsibilities:
- Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner
- Listens well and demonstrates patience and understanding in customer interactions and with their teams
- Anticipates and proactively suggests resolutions to customer questions that are tailored to individual customer requests
- Adapts to changing workflow processes, accommodates shifting urgencies, manages multiple priorities & goals
- Meets or exceeds performance expectations including Customer Satisfaction scores
- Effectively uses Customer Care technology platforms to assist customers and capture relevant data that enhances customer experience
- Uses proper communication procedures, guidelines, and policies
- Looks for and contributes ideas to improve the team and customer experience
- Seeks to understand the impact of their work on the business while contributing to team goals
Requirements:
- direct experience with customers in a service-related role
- Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience
- verbally fluent in English and Spanish, as well as possess excellent grammar skills in both languages
- must work during core business hours of 8am to 5pm (Pacific Standard Time)
- demonstrates flexibility with scheduling and adapts to changing business needs
- have a quiet and private place in your home where you can work without background noise
- high speed internet connection (>25mbps)
- collaborative team player who brings positive and productive energy to the workplace
- organized self-motivator able to manage personal workload
- quick learner, able to absorb and convey complex product details
- possesses excellent judgment, organizational, analytical, and problem-solving skills
- proficient with technology and software platforms, Salesforce is a plus
Benefits:
- option to enroll in a company-matched 401k plan
- participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents
- starting accrual of 15 days PTO per year (prorated upon hire and increased by tenure)
- two weeks of paid “Refresh” leave
- 80 hours of paid sick leave annually
- 11 paid holidays throughout the calendar year
- paid disability leave
- paid parental / pregnancy leave
- Flexible Spending Accounts (FSA)
- tuition reimbursement
- Employee Assistance Program
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