POSITION SUMMARY:

The Bilingual Chat Support Agent is responsible for managing and responding accurately to customer service inquiries submitted through the “Contact Us” pages on various company websites. These submissions generate cases within the Salesforce platform. The agent will also support ongoing projects related to the contact center's current processes and future enhancements. This role is key in helping deliver a positive customer experience by ensuring timely, effective, and appropriate responses.

RESPONSIBILITIES:

• Receive, assess, and respond to inbound inquiries submitted online.
• Efficiently route cases to the appropriate department based on inquiry type.
• Ensure all cases are handled within the required service level agreements (SLAs).
• Manage multiple tasks simultaneously while meeting deadlines and following up as needed.
• Accurately document all customer interactions, including inquiries, complaints, and resolutions.
• Follow up on cases that require additional information until resolution is achieved.
• Collaborate with the Content team to identify and recommend new knowledge base articles.
• Participate in testing and planning for enhancements to the customer support database and systems.
• May be required to provide support for national or international corporate events.

?REQUIRED QUALIFICATIONS:

• Minimum 2 years of customer service experience.
• Experience in order support or distributor services preferred.
• Strong verbal and written communication skills.
• Bilingual proficiency in English and Spanish preferred.

?WE OFFER:

• Competitive benefits package above legal requirements.