Job Description

JOB TITLE: BILINGUAL CUSTOMER CARE REPRESENTATIVE

REPORTS TO: CUSTOMER CARE SUPERVISOR

FLSA STATUS: NON-EXEMPT

DEPARTMENT: CUSTOMER EXPERIENCE

BENEFIT: ELIGIBLE

WHY JOIN THE BLUE STREAM TEAM?

For over 40 years, Blue Stream Fiber has delivered superior Internet, TV, and Phone solutions to Floridians. We have invested millions of dollars putting high-speed fiber Internet in the communities we serve, and offer an innovative array of products and services, including:

• fiber-to-the-home Internet
• symmetrical Internet speeds
• whole-home managed Wi-Fi,
• and TiVo Android Set-Top boxes with Google Assistant.

As our company grows, our support staff needs to grow and evolve, and that is why we need you.

POSITION HIGHLIGHTS

The bilingual customer care representative will deliver outstanding customer service for all internal and external customers. You will do this through in-depth knowledge of our products and programs.

FULL-TIME Positions available. Mon-Saturday (work a 5-day shift).

PLEASE ONLY APPLY IF YOU ARE ABLE TO WORK A FULL-TIME SCHEDULE AND CAN COVER 11AM-8PM SHIFT IN THE FUTURE – CURRENTLY YOU’LL BE 8AM-5PM OR 9AM-6PM.

FOR ORLANDO APPLICANTS: THE ROLE WILL BE REMOTE UNTIL LATE 2022 WHEN WE OPEN A STATE-OF-THE-ART CONTACT CENTER NEAR THE AIRPORT. AT THAT TIME, WE’LL CONSIDER HYBRID SCHEDULES.

WHAT YOU WILL DO:

• Work with external and internal customers via phone, chat, email, text, etc. for customer service-related issues.
• Focus on efficiency, effectiveness, thoroughness, and quality metrics.
• Show empathy in resolving any issues or answering questions.
• Meet or exceed key performance indicators (KPIs) set by manager and business unit.
• Be punctual with attendance.
• Performs other duties as assigned.

WHAT YOU BRING TO THE TABLE:

• Empathy – ability to actively listen, and care, to deliver outstanding service.
• Learns quickly and willing to ask questions to learn more.
• Retains and recalls product information while handling multiple priorities in a fast-paced environment. Excellent organizational skills and attention to detail.
• Understand the fundamentals of competitive environment to retain our customers.
• Able to multitask between multiple tools and systems and apply the information and knowledge to customer situations.
• Ability to clearly communicate with customers about their billing statement, products and services, with the focus on first-call resolution, retaining revenue and loyalty.
• Understand company policies and procedures while applying sound judgment.
• Ability to maintain composure in stressful situations and diffuse upset customers.
• Achieve established goals and performance metrics.
• Have a high focus on reliable attendance and punctuality.
• Able to work independently but seeks leadership support when necessary.

MUST HAVES:

• Fluent in Spanish (written and spoken)
• Minimum high school diploma or GED. Some college preferred.
• ABLE TO WORK 11A-8P SHIFT (for the first 90 days you will be either 8a-5p or 9a-6p with slight adjustments)
• Good with technology – able to handle multi-screens and shift between systems.
• 25wpm minimum typing speed and accuracy. (Test your speed at www.typingtest.com)
• Ability to empathize with customers, listen and find solutions
• Two years of related experience in a call center or customer service environment.
• A quiet, distraction-free area to work in your home (ORLANDO APPLICANTS – WE WILL HAVE A NEW OFFICE NEAR THE AIRPORT, OPENING IN LATE 2022 TO WORK FROM WITH HYBRID OPTIONS).

WHAT WE OFFER:

• $18 an hour to start (for bilingual Spanish) with regular reviews
• Annual bonus of up to 2.5% of your salary based on company-wide goals
• Promote-from-within culture: our supervisors, team leads, and trainers all began their careers as Customer Care Agents
• Full benefits package (see the PEOPLE section below)
• A great team environment in a growing company where you’ll make a difference

KEY COMPETENCIES:

• ACCOUNTABLE – Take ownership and commit to get it right, the first time.
• INCLUSIVE – Able to work in a collaborative style that highlights strengths, pushes you to reach your highest potential, and ensures an enjoyable and rewarding experience for all.
• INNOVATIVE – Be resourceful, creative, hungry, humble, and smart to develop world class products, services, and solutions.
• RESPECTFUL – Hold every assignment with regard for our customers and each other.
• INTEGRITY – Be open, honest, and transparent with yourself, coworkers, customers, and stakeholders in every action.
• DIVERSE - Embrace unique thought processes to assist in making well-rounded decisions that ultimately benefits our team and our customers.

PHYSICAL DEMANDS/WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• frequently required to sit, stand, bend at the knees and waist, and walk
• required to use hands to type, handle objects and paperwork
• required to reach and hold on to items at chest level or reach above the shoulder
• required to use close vision and focus
• must be able to wear a telephone headset

PEOPLE

We believe that our people are what makes us successful. To support them, Blue Stream offers a great benefit package which includes health and wellness plans as well as company paid short term, long term, and life insurance coverage. There is a 401k plan with an employer match and a yearly bonus program.

At Blue Stream Fiber we celebrate diversity by employing people of diverse backgrounds, experiences, and unique thought processes. Blue Stream Fiber’s success is cultivated by a culture that empowers all employees to fulfill their professional goals.