(English & Spanish) Bilingual Customer Support Representative - Phone & Email

at  Helpware

ABOUT US

It’s simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn’t need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.

WHAT IS THIS ROLE ABOUT?

You’ll be a key part of our mission to provide excellent service to our customers and the independent stylists who represent our product. We have fun looking at new designs each season, wearing the clothes (great employee discount), and supporting each other’s growth. Our fast-growing company has lots of opportunities for growth. We are looking a Bilingual Customer Support Representative that will be a key part of our efforts to provide superior service and provide the support needed to our customer and stylist base.

WHAT AWAITS YOU IN THIS ROLE:

• Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers’ problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers’ service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Order tests that could determine the causes of product malfunctions.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Maintain Service contracts by scheduling service appointments with customers.
• Schedule and coordinate all service/emergency calls as calls are received.
• Respond to all messages left overnight.
• Maintain service contracts by scheduling service appointments with customer.
• Schedule and coordinate all service/emergency calls.
• Respond to all messages left overnight.
• Other duties as assigned.