(Bilingual) Customer Service Representative

**Position Description:** Pay Rate: $20.00/hour The Bilingual Customer Service Representative is responsible for soliciting new business and servicing existing customers via telephone sales. This role focuses on customer problem resolution, maintaining thorough knowledge of products, policies, and merchandising information, and providing consultation services to customers. The CSR is also responsible for researching, planning, and implementing sales; customer retention; and new business development, championing the corporate image and reputation.

**Key Responsibilities**

• Champion the corporate image and reputation by providing customers with product, program, and system knowledge.
• Communicate professionally with customers via phone, web chat, text, and email.
• Engage in consultative selling of tires, wheels, and associated products.
• Maintain accurate customer records and communicate customer issues and feedback to appropriate individuals through established channels.
• Maintain thorough knowledge of products, policies, and merchandising information.
• Maximize time management for customer availability.
• Process customer orders and returns and assist customers with tracking and product availability.
• Provide consultation services by answering, handling, and resolving customer questions, requests, issues, and complaints.
• Provide excellent quality service as defined by the Quality Assurance program.
• Sustain a customer-centric focus and drive customer satisfaction, while achieving productivity and efficiency goals.

Competencies

• Action-Oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Balances Stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Builds Customer Loyalty - Ability to make every customer interaction positive; Balances appropriate focus on tasks and service, Collaborates with team members to best serve customers, Demonstrates respect for the customer, Describes impact of customer experience, Empathizes with customers, Explains customer experience and related loyalty metrics, Focuses on simplicity when addressing the customer, Identifies important interaction points with customers, Leverages available resources to meet customer needs, Provides solutions to the customers’ problems, Recognizes importance of customer loyalty, Services diverse customers, Takes responsibility for addressing customer concerns
• Builds Rapport - Quickly and effectively establishes trust within the buying centers in the client’s organization.
• Customer-Focused Approach - Keeps customer at center of sale~Collaborates with customers~Elevates partner insights~Uses common terminology
• In-Depth Questioning - Seeks to understand the client’s situation~Explores client problems and solutions~Differentiates between complaining and a desire for action
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Manages Resistance - Responds to client concerns~Seeks understanding before responding~Addresses objections~Follows up after resolution
• Navigates Customer Challenges - Listens nondefensively to angry/upset customers~Defuses customer tension~Explains and addresses customer issues~Offers appropriate goodwill gestures~Keeps promises made to the customer~Prepares for commonly encountered customer challenges~Assists multiple customers simultaneously
• Nimble Learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Strengthens Customer Connections - Connects on a personal level~Demonstrates a willingness to help customers~Chooses customer-focused words and phrases~Acknowledges what the customer says~Affirms the customer’s choices~Appreciates what the customer does~Assures the customer of the organization’s commitment~Transitions a customer to another service provider~Avoids technical or industry-specific jargon
• Understands Customer Needs - Understands customer context~Uncovers customer Key Performance Indicators~Articulates customer objectives~Adds value to partnerships
• Understands Issues/Motivations - Adapts to changing goals/objectives~Maintains focus on win-win goal~Identifies key interests~Recognizes key negotiation points~Shares goals and recognizes value

**Qualifications**

• High School or GED degree

2-4 years of related experience preferred

**Skills**

• B…