Bilingual Customer Experience Associate (In-Person)

Key Responsibilities

• Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
• Provide Tier I technical troubleshooting and support to resolve customer service issues (e.g., basic connectivity, signal checks, equipment reboots).
• In addition to in-person customers, assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
• Communicate with leadership regarding concerns brought up by customers.
• Be flexible and open to change.
• Available during office hours, Mon-Friday 8:30am-5pm. Flexibility to work overtime and extended hours as needed to provide seamless support for evolving business needs. 

Skills, Knowledge & Expertise

• Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations. 
• Very comfortable working with computers, multiple screens, customer databases. 
• Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. 
• Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving. 
• Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope. 
• Must be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers. 
• Demonstrates ability to achieve established goals and performance metrics. 
• Maintains exemplary attendance and punctuality, with the flexibility to work evenings, weekends, and overtime as required by the business.
• Able to work independently but seek leadership support when necessary. 
• High School Diploma or 4 years of relevant experience 
• Two years related experience Customer/Client Focus  
• Able to communicate in the English language. Bilingual in any language is a plus.
• Proficient in Microsoft Office, Excel, and Power Point

• Professional attire and appearance for a retail in-person environment.
• Exposure to moderate noise level.
• Work hours and travel to other locations as business needs dictate are necessary. 
• Handle a physically demanding job, lifting up to 35 lbs. 
• Ability to stand for prolonged periods of time

Job Benefits

• Medical, Dental and Vision
• PTO & Holidays
• 401K + Match
• Life Insurance
• FSA & HSA
• Short Term/Long Term Disability
• Legal Plan Support & EAP

Reports To