Bilingual Spanish Customer Service Representative
- Melbourne, FL
- $17.00 per hour
- Permanent
- Full-time
- Process, answer, and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved.
- Provide professional, grammatically correct verbal responses to customer inquiries and concerns, and educate customers on our client's products and services.
- Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns.
- Understand the use of technology, scripts, and product knowledge.
- Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner.
- Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
- Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.
- Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, to allow for an accurate historical view of customers’ contacts with the CRC; Manage follow-up Log and audit documentation of customer files.
- Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues.
- Handle difficult customer issues and avoid escalation whenever possible, positively and professionally.
- Liaise with various CRC departments, i.e., Research, etc.
- Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
- Work on activities and/or projects as requested by the Team Leader.
- Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes.
- Relay customer service problems to the Team Leader when necessary.
- Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
- Suggest marketing offers to customers during service calls.
- Perform other duties as assigned.
- High school diploma or GED required.
- Fluent in Spanish and English, both written and verbal
- One (1) year of customer service experience is preferred
- Experience in Customer Service and Sales is preferred
- Pay rate of $17.00 per hour, inclusive of base pay of $15.00 per hour + $2.00 per hour premium for the bilingual Spanish skill
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k) with company match
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.