About Us

ZoomOnline is an emerging internet service provider in the US, with start-up in Dallas, TX & Phoenix, AZ. Our values: Honesty, Accountability , Respect, Passion, and Innovation.

Our purpose is to provide reliable, fast and uncapped Wi-Fi enabled internet services to advance and inspire connected communities exclusively to Zoom Technology Group’s fiber infrastructure. We are a customer-oriented business that prides ourselves on exceptional service delivery. We are a collaborative, creative, entrepreneurial team, building a vibrant and dynamic brand where people who want to make a difference can grow their career. If you are customer focused, agile with proven experience in customer sales, service and/or technical support, we want to hear from you.

Purpose of the Role

The Bilingual Customer Service Representative, is responsible for handling all customer queries (FAQ, service, billing as well as level I tech support); accurately log inquiries to include updating customer data, interact with customer's via in/outbound calls, messaging, social media and email. This position will require clear and professional communication skills, advanced troubleshooting abilities and a genuine ability to help customers; demonstrate patience, be outgoing, engaging and empathetic.

The ideal candidate will possess a passion for working in a partnership with customers to problem solve effectively and efficiently while dedicated to delivering an excellent customer experience. Work environment is collaborative, creative and diverse... everyone is expected to contribute to the overall success of the organization.

The Customer Service Center delivers 24/7 support… candidates must be flexible to work rotating shift to include weekends.

Responsibilities

• Assist customers with inquiries, concerns, and requests in a professional and timely manner.
• Accurately enter and update customer information in the database.
• Analyze customer accounts to identify opportunities for upselling and cross-selling.
• Handle and resolve customer complaints or issues with empathy and patience.
• Collaborate with other team members to ensure customer satisfaction.
• Follow company policies and procedures to maintain high-quality service standards.
• Take the extra mile to engage customers and ensure you effectively communicate both internally and externally.
• Document all customer interactions using our CRM system.
• Collaborate with team members to continuously improve customer service workflows and policies.
• Provide exceptional customer service to clients via phone, email, and chat
• Analyze customer inquiries and provide appropriate solutions or escalate to the relevant department.
• Assist customers with product information, pricing and order processing.
• Perform data entry tasks accurately and efficiently.
• Conduct outbound calls to follow up with customers or provide additional information.

Requirements:

• 3 years’ experience working in a customer service or helpdesk role supporting Internet Services.
• Excellent phone etiquette and communication skills (verbal & written).
• Excellent problem-solving skills with the ability to think analytically.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• High diploma or GED required, higher education a plus.
• Proficient in Microsoft Office or 365 platform.
• Familiarity with Mac OS and Windows operating systems.
• Experience with CRM’s, ticketing tools, remote support tools and/or understanding of Virtual Desktop Infrastructure support.
• Fluent in Spanish or other languages, required (multilingual or bilingual).

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We offer competitive pay, comprehensive training and opportunities for career growth and development.

Job Type: Full-time

Experience level:

• 3 years

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift
• Rotating shift

Weekly day range:

• Rotating weekends
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Work Location: In person