Customer Experience Specialist - Bilingual

Summary

As a Tier 1 Customer Experience Specialist, you will be at the forefront of delivering exceptional service to our customers. Your role involves addressing inquiries related to system performance, maintenance, and contractual obligations while handling both inbound and outbound calls with professionalism. You will ensure compliance with company policies and industry regulations, maintain high service standards, and contribute to revenue and call performance goals. Your ability to provide accurate information, update records efficiently, and collaborate with cross-functional teams will be key to ensuring a seamless customer experience.

Essential Job Functions

• Respond to customer inquiries regarding PosiGen’s contractual obligations, system performance, and maintenance with clarity and professionalism.
• Handle inbound and outbound calls, ensuring a positive and efficient customer interaction.
• Adhere to company policies, procedures, and regulatory requirements at all times.
• Consistently deliver high-quality service and maintain a customer-focused approach.
• Meet or exceed revenue targets and call objectives while maintaining service excellence.
• Accurately record and update customer data to ensure proper documentation and follow-ups.
• Effectively address customer concerns, ensuring appropriate action is taken and relevant teams are informed.
• Clearly explain lease terms and other contractual details as needed.
• Perform necessary administrative tasks to support department operations.
• Uphold strict compliance and quality standards in all interactions.
• Take on additional responsibilities as needed to support team and company goals.
• Other duties as assigned by leadership.

Qualifications & Requirements

• High school diploma or GED required.
• Minimum of two years of customer service experience.
• Experience with Salesforce is a plus.
• Proficiency in Google Workspace is preferred.
• Excellent written and verbal communication skills are required.
• Strong customer service skills and experience are essential.
• Fluency (Bilingual) in both Spanish and English is preferred and required for certain requests.

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Primary responsibilities involve regular speaking, listening, standing, walking, using hands to handle or feel objects, and reaching with arms.
• Occasionally, the role may require sitting, climbing, balancing, stooping, kneeling, crouching, or crawling. Employees must be able to frequently lift and move objects weighing up to 10 pounds and occasionally up to 40 pounds.
• Vision requirements include the ability to focus at close and long distances, distinguish colors, maintain peripheral awareness, perceive depth, and make precise focus adjustments.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources at hr@posigen.com.