Bilingual Customer Service Representative

HS Diploma or GED required
2-3 years of experience in Customer Service or related fields
2+ years of experience in a Contact center taking voice to voice calls
2+ years of experience assisting customers simultaneously through various channels (phone, chat, email)
Fluent in Spanish both verbally and written
Ability to work flexible schedules to support business priorities, as needed
Strong work ethic and positive attitude are a must
Sense of urgency to perform tasks to timelines
Comfortable in a fast-paced work environment, with a strong attention to detail
Self-motivated and able to work both independently and as part of a team
Confident in problem solving, making independent decisions and owning the outcomes
Excellent verbal and written communication skills

Assist customers with their inquiries in Spanish and English via all of our contact methods, Phone, Chat & Email
Resolve questions and achieve customer satisfaction from our customers and internal teams
Take ownership of individual customer queries, collaborating with internal teams to ensure positive outcomes for our customers
Effectively handle multiple chat & email cases simultaneously while achieving performance metrics
Help manage the customer experience through the order fulfillment process
Ensure strong customer satisfaction by meeting quality standards and service response time objectives across all contact channels
Strike the right balance between company policies and procedures and customer benefits to ensure consistency, high quality, and operational excellence across Customer Service and StockX
Identifying opportunities to improve processes and policies that will positively impact the customer experience
Additional tasks and responsibilities to achieve customer satisfaction as directed by leadership to fulfill business needs