Paramount is seeking experienced Bilingual Customer Service professionals to provide top-notch support to our valued client in this Bilingual Customer Affairs Representative opportunity. If you're computer savvy, have excellent verbal and written communication skills, and a passion for customer service, we want to talk to you!
About Our Client: They are a leading manufacturer and supplier of impact-resistant windows and doors for residential and commercial properties. Renowned for its high-quality products, the company is committed to enhancing the safety and energy efficiency of structures through innovative and durable building solutions.
Pay: $18.15/hr.
Location: Venice, FL – Onsite for 3-6 months, then remote
Key Responsibilities:
- Receives phone calls, letters and e-mail inquiries from consumers, contractors, dealers, architects, insurance companies, building departments and responds following established procedures
- Researches, resolves and follows-up on consumer complaints by acting as liaison with other departments including Field Service, Marketing, Sales, Manufacturing, Shipping and Quality Systems
- Provides first level support for consumer escalations
- Escalates difficult complaints or inquiries to supervisor for assistance and/or handling
- Maintains case records of consumer inquiries to provide necessary data to analyze the interests, concerns and issues of consumers
- Navigate through product related documents to further assist certain consumers in answering specific questions regarding PGTI products.
- Understand search engine behavior, social media, forums, blogs, ratings and reviews, etc.
- Online management of Google My Business (GMB) reviews, social media messages and comments (Facebook/Twitter) and directing them to the appropriate channel of communication.
- Using a tone of voice to diffuse frustration and mitigate any future negative interactions by reach out to dissatisfied customers.
- Track and monitor brand specific conversations and mentions on social media.
- Communicate with customers via ORM digital tools (Agorapulse, Conversion.ai, ORM workbook).
Qualifications:
- High School Diploma or GED
- Bilingual in English and Spanish required
- 2-3 years of experience in customer service and
- Excellent verbal and written communication skills
- Experience with Salesforce or other Customer Relationship Management Systems
Experience with ERP systems such as Oracle or ERP preferred
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