The Customer Service Representative is responsible for providing customer support for our Ecommerce platform. The advisor will handle a high volume of inbound calls to resolve a broad range of customer inquiries. They will provide exceptional customer service by meeting quality standards including one call resolution. Additional channels of inquiries such as email and help tickets will also be used to resolve customer inquiries by the advisor. In addition, the advisor will be assigned operational support tasks on an ad hoc basis. Must be Bilingual (English/Spanish) - 100% fluent in both verbal and written forms.

Responsibilities:

• Answer broad range of customer inquiries via phone, email, and help tickets with the assistance of leads and manager
  • Help navigating our website
  • Product questions including available stock
  • Product and service issues including warranty claims
  • General inquiries such as order status questions
• Training provided in all areas of the business so you will become a subject matter expert at responding to the following customer inquiries
• Escalates to internal and external departments and business partners to resolve customer inquiries
• Follow through with customers when one call resolution is not possible to ensure full resolution of their inquiries/issues
• Maintains all records in system to enable accurate reporting and quality support
• Assists with operational tasks as needed to support business needs

Job Requirements:

• Must be bilingual, Spanish/English
• Strong communication, both written and verbal, bilingual a huge plus
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• Customer oriented
• Attention to detail
• Adaptability and flexibility

American Freight is an equal opportunity employer. We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, separation, recruitment, pay and other forms of compensation, access to facilities and programs, training and general treatment during employment.