What are the responsibilities and job description for the Bilingual Support Specialist position at Favor?
Provide omni-channel support (phone, chat, email, and SMS) for the Favor community (Runners, customers, and merchants) and deliver world-class support, empathy, and a personal touch to every interaction.
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Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
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Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
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Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
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Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
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Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.
- A high school diploma or equivalent
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Fluency in both Spanish and English
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Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40 WPM
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Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service
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Detail oriented with ability to spot developing issues before they intensify
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Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours
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Familiarity with Salesforce or similar contact center tools a plus
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Sit for an extended period of time
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Hand / Finger dexterity
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Lift 20 lbs or more on an occasional basis
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Work extended hours and/or rotating schedules
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A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work