What are the responsibilities and job description for the Customer Service Representative -Bilingual (Spanish) position at Donatech?
Company Description
Centrally headquartered in Fairfield, IA, Donatech is able to offer off-shore pricing with US Citizens! Experience quality and speed via our adherence to ISO9001 processes, niche verticals, ITAR/Clearances, and a focused woman owned small business.A small company that delivers big - winning Supplier-of-the-Year awards at two Fortune 500 companies. Also, Donatech frequently finishes in the top 25% of client scorecards. We communicate our strengths and deliver in those areas.As a privately owned and run small business, employees that work directly with clients and candidates are empowered to make decisions. We believe this provides the best customer service and experience. Donatech is a talent and operations oriented company vs. sales and marketing.
Job Description
Customer Service Representative : (St Petersburg, FL)
Contract to Hire
Position Description:
Note: This is a 2nd shift, Bilingual Spanish position in a highly technical and
detailed customer service position. Must be able to work on a rotating
quarterly weekend schedule.
Shift Timing: 3pm-11pm
Major purpose:
Under general supervision, performs a wide variety of non-routine tasks involving the coordination of customer service inquiries and problems in a call center environment. Reviews customer problem and initiates action for repair, replacement/return or field service; or refers highly unusual situation to higher authority for review and reconciliation. Must be able to perform the essential duties and responsibilities with or without reasonable accommodation. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.
Major functions:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Answers and responds to telephone inquiries about products and services. Gathers information from internal experts about product capabilities relative to specific customer needs.
• Reviews customer inquiries, problems, requests, and suggestions and initiates action for repair, replacement, return or field service as guided by customer service policies.
• Coordinates repairs and technical support with field personnel, program management and planning departments.
• Responds to customer service inquiries including: tracking of customer returns, warranty information, billing problems, etc.
• Promotes products and services as appropriate.
• Processes service orders and prepares necessary and appropriate correspondence regarding same. Maintains, logs, records, and files.
• Performs other clerical support duties as required/directed by supervisor.
• Cultivates, improves and sustain relationships with customers and ensures customer satisfaction by following up with customers and Field Technicians through service completion.
• Provides informative proactive feedback to management regarding any customer service issues/problems.
Technical/Functional skills:
Education/Experience/Licenses
Required Experience:
EDUCATION and/or EXPERIENCE:
High School graduate. Two (2) to four (4) years experience in customer service environment, preferably in high technology manufacturing industry. Must be computer literate and be proficient knowledge of Microsoft Office applications (Word, Excel, PowerPoint, etc.). Knowledge of MRP and CRM systems required.
OTHER SKILLS AND ABILITIES:
Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely. Must have ability to perform multiple activities simultaneously and execute effectively under strict time constraints. Position requires a team player with professional maturity
Additional Information
All your information will be kept confidential according to EEO guidelines.