Paramount is seeking experienced Bilingual Customer Service professionals to provide top-notch support to our valued client in this Bilingual Customer Affairs Representative opportunity. If you're computer savvy, have excellent verbal and written communication skills, and a passion for customer service, we want to talk to you!
About Our Client: They are a leading manufacturer and supplier of impact-resistant windows and doors for residential and commercial properties. Renowned for its high-quality products, the company is committed to enhancing the safety and energy efficiency of structures through innovative and durable building solutions.
Pay: $18.15/hr.
Location: Venice, FL – Onsite for 3-6 months, then remote
Key Responsibilities:

• Receives phone calls, letters and e-mail inquiries from consumers, contractors, dealers, architects, insurance companies, building departments and responds following established procedures
• Researches, resolves and follows-up on consumer complaints by acting as liaison with other departments including Field Service, Marketing, Sales, Manufacturing, Shipping and Quality Systems
• Provides first level support for consumer escalations
• Escalates difficult complaints or inquiries to supervisor for assistance and/or handling
• Maintains case records of consumer inquiries to provide necessary data to analyze the interests, concerns and issues of consumers
• Navigate through product related documents to further assist certain consumers in answering specific questions regarding PGTI products.
• Understand search engine behavior, social media, forums, blogs, ratings and reviews, etc.
• Online management of Google My Business (GMB) reviews, social media messages and comments (Facebook/Twitter) and directing them to the appropriate channel of communication.
• Using a tone of voice to diffuse frustration and mitigate any future negative interactions by reach out to dissatisfied customers.
• Track and monitor brand specific conversations and mentions on social media.
• Communicate with customers via ORM digital tools (Agorapulse, Conversion.ai, ORM workbook).

Qualifications:

• High School Diploma or GED
• Bilingual in English and Spanish required
• 2-3 years of experience in customer service and
• Excellent verbal and written communication skills
• Experience with Salesforce or other Customer Relationship Management Systems
Experience with ERP systems such as Oracle or ERP preferred#CORP
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