Job Summary:

The Bilingual Customer Care Representative II is primarily dedicated to Texas First Rentals company and will help customers by quoting rental rates, extending credit applications, and booking rentals. They will be responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat), fulfilling concierge-level support via specialized customer campaigns.

What can HOLT offer you?

• A competitive salary, commensurate with your experience and competencies.
• A comprehensive and robust benefits program that includes complete health care, 401(k) matching & Profit-Sharing plan (ROTH and traditional), paid holidays, and a front-loaded PTO program.
• A Tuition Reimbursement program to support the pursuit of accredited college courses.
• An employee development program with professional development staff that allows you to grow your skills and build your competencies to prepare you for future opportunities at HOLT. 

Qualifications and Requirements:

• High school diploma or equivalent required
• Bilingual fluent in Spanish and English is required
• Two years of work-related skill, knowledge, or experience is preferred.
• Immersive six-week boot camp completion required at a Texas First Rentals location gaining foundational rental skills while learning how to conduct business the Texas First Rentals way.
• General knowledge of the construction industry.
• Exceptional attention to detail.
• Excellent oral and written communication skills.
• Exceptional organizational, time management, and multi-tasking skills.
• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization.
• Intermediate proficiency with Office 365, Salesforce, Live Chat, inContact (or similar contact center application).
• Ability to learn and use industry applications and software.
• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness.
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes.
• Ability to maintain a high level of ethics, teamwork and professionalism while demonstrating a caring attitude toward employees and customers.

Essential Functions:

• Provides concierge-level support for specialized campaigns delivering timely, accurate, and legendary customer service via e-mail, live chat and/or phone channel. Must have the ability to comprehensively research and review complex customer requests and provide the best options or assign the customer to the correct subject matter expert.
• Creates accounts for new leads in CRM tool and assigns them to the appropriate sales team
• Manages lead information by obtaining additional information to ensure lead profiles are complete, locate duplicate leads and creating prospect accounts for leads
• Coordinates credit application process by submitting applications to the Company’s credit department, communicating the application status to the customer and partnering with sales teams to ensure legendary customer service is provided during the application process
• Handles overflow internal and external customers through inbound and outbound phone calls, live chats and email.
• Completes lead qualification via phone call and email (outbound).
• Requires regular and punctual employee attendance.
• Model, promote, reinforce, and reward the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Performs other duties as assigned

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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