We are seeking a Bilingual Customer Support Specialist to join our onsite team in Tucson, AZ. This position requires fluency in both English and Spanish and offers a unique opportunity to support customers of a leading global automotive brand. As part of our customer service team, you will handle a variety of inbound and outbound calls, providing exceptional service and support.
Primary Agent Skill Level Required: Customer Service Level 1
Key Responsibilities:
Inbound Phone Support:
- Respond to product inquiries, including competitive comparison information.• Handle warranty coverage, promotion, and incentive inquiries.• Assist with service appointment settings and manage changes to customer address/contact information.• Assist in vehicle/dealer locator services, and address vehicle/dealer inquiries, complaints, or compliments.• Educate customers on vehicle operations, goodwill administration, and case management, often requiring coordination with dealers.• Address campaign/recall inquiries, including setting appointments for inspections and/or repairs due to recalls, and managing the fuel reimbursement program.
Outbound Phone Support:
- Conduct case management follow-ups, providing customers with dealer responses to inquiries or requests.• Notify customers about the approval of goodwill and confirmation of checks sent.• Inform customers upon receipt of documents related to their cases (received via email, fax, or mail).
Email Communication:
- Manage follow-ups to advise customers of case status.• Handle all contact types/reasons mentioned for inbound and outbound phone support via email.
Requirements:
- Fluent in both English and Spanish.• Highschool Diploma/GED• Proven experience in customer service, preferably in a remote setting.• Strong communication and problem-solving skills.• Ability to work independently and as part of a team.• Comfortable with technology and able to navigate multiple systems simultaneously.
Why Join Us:
Join our dynamic and supportive team dedicated to providing top-notch customer service. Enjoy a competitive hourly wage and the opportunity to make a significant impact on behalf of a prestigious automotive brand. Our company values your growth and development, offering opportunities for career advancement and professional training.
How to Apply:
If you are passionate about customer service and meet the above criteria, we would love to hear from you. Please submit your resume and a cover letter outlining your experience and why you are the perfect fit for this role.