Bilingual Customer Service Representative

SWISCO.com is looking for a full-time Bilingual Customer Service Representative for our Customer Service Department. In this role, you are to establish relationships with SWISCO’s Spanish speaking customers by providing an optimal customer experience. The primary responsibility of this role will consist of answering customer inquiries over the phone, email, and live chat.

Our ideal candidate will be able to resolve service and product-related customer inquiries with independent problem-solving skills and excellent written and verbal communication.

Most importantly, our ideal candidate is someone who genuinely enjoys interacting with customers and strives to make the customer’s experience a happy one.

What the job entails

For this job, you’ll be working in our Pennsauken, NJ location, helping approximately 60 customers each day over the phone and answering inquiries via email and live chat. This will involve navigating and placing orders for them through our website, matching their broken hardware with one of our products and helping them understand how our products are installed and function. Previous knowledge of our hardware is not required, as you will receive training from our senior staff and work closely with our hardware experts.

Fundamentally, your job is to provide each customer with an exceptional customer experience.

What you'll need to be successful at this job

First and foremost, we want someone who honestly cares about helping people and can put stressed callers at ease. Most customers who contact us don't know how our industry works and may have just learned that half of the hardware in their house even exists.

They range anywhere from grateful homeowners in need of simple repair to contractors who are trying to help insistent customers of their own. It's important to be patient and understanding when someone is in a time crunch. We must acquaint them with our process as best as we can. The niche nature of our industry requires that customer service be a collaborative effort; customers will have to help us help them, and it's our responsibility to show them how.

We prefer candidates with 1-3 years of customer service experience, preferably in a call center environment. We are also looking for someone who is exceptionally organized, can learn quickly and will fit in with our diverse and close-knit team.

About Us

SWISCO.com is a growing, family-owned e-commerce company that specializes in identifying, selling, and shipping replacement hardware for windows and doors. Since our web launch just less than a decade ago, we have been gaining momentum and attracting customers worldwide with our user-friendly website, in-depth discussion board, and unique “how-to” videos.

As a company, we are expanding in many ways. Our website is going through a major rebuild that will add important new features for our customers and employees.

Is a small company right for you?

The SWISCO team consists of approximately 40 employees. As part of the team, you will collaborate with members of every department in the company. While this position is primarily customer service-based, due to the small company environment, we ask that our employees be capable of “wearing many hats.” We encourage you to bring new ideas to the table and try out different roles within the company.

You’ll come to find that at SWISCO, your voice is heard and can immediately impact the company. You’ll be free to have your own influence on our direction, and within such a small team, your achievements will shine through and make a difference.

Responsibilities:

Responsible for building rapport and skillfully translating all incoming customer inquiries via phone, email, and live chat regarding SWISCO’s product or services

• Offer support and solutions to customers in accordance with the company's customer service policies
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Understand and strive to meet or exceed call center metrics
• Adhere to all company policies and procedures
• Other projects and tasks assigned by our leadership team

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below is representative of the knowledge, skill and/or ability required:

• Must speak and write Spanish fluently
• Problem Solving Skills
• Strong listening & communication skills
• Eager to learn and apply learned knowledge
• Detail-oriented, organized, and punctual
• Positive attitude, interpersonal skills, and presents a professional work image
• Ability to multi-task, prioritize and manage time effectively
• Must be capable of working in a team environment, cooperate with leadership and communicate with other team members
• Ability to adapt to changing priorities and procedures and take ownership and accountability for issue resolution
• Self-motivated and determined individual with a desire to succeed

Communication method(s) used:

• Email
• Phone
• Live Chat

Hours and Benefits

• 8 AM - 4:30 PM, Monday through Friday
• 18 PTO days
• 10 paid company holidays per year
• Up to a 4% match towards 401K after 1 year of service
• Medical benefits after 30 days of service

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (Required)
• Call center: 1 year (Preferred)

Language:

• English (Required)
• Spanish (Required)

Work Location: In person

Salary : $21 - $22