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Bilingual Customer Success Champion (REMOTE)

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Blenders Eyewear

Bilingual Customer Success Champion (REMOTE)

San Diego, CA
Full Time
Paid
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  • Responsibilities

    Job Description

    WHO WE ARE:

    Fresh from San Diego, California, Blenders Eyewear was founded in 2012 to provide quality products at a great price. Our eyewear is for the pleasure-seekers of the world, the ones who lust for lifes adventure, and the people who will not stop until they find it. We are fueled by the ocean, the culture, and the shot of energy that hums through our little slice of the world.

    Blenders sprung to life because a lot of people felt the same way we did. We were sick of paying huge markups for brand name eyewear when we could make the same for better and for a fraction of the cost. So every time you rock your Blendz, we hope they serve as inspiration to take chances. To shoot your shot. To chase your spark! The future is bright at Blenders, and thats where you come in! Were looking for a remote Bilingual Customer Success Champion to grow our team of smart, dedicated, and passionate people.

    ABOUT THE ROLE:

    Reporting to the Customer Success Manager, the Bilingual Customer Success Champion is responsible for representing the Blenders brand and stoking out each and every customer. As a remote employee, this persons primary contribution is to answer phone calls, emails, chats and social media messages from customers all while giving them top notch customer service.

    Reading, writing, and speaking Spanish is an essential function of this position and is necessary to perform the job. With every call and email, you'll have the chance to make our customers happier in both languages!

    PRIMARY RESPONSIBILITIES

    • Answer and address all incoming support calls from customers
    • Answer and address incoming web chats, emails and voicemails from customers
    • Take ownership of each issue assigned and effectively bring it to resolution
    • Own and follow through on all requests for support from customers
    • Ensure complete resolution of issue(s) in order to prevent customers having to call back
    • Effectively troubleshoot, resolve and properly document support calls and cases
    • Work closely with other departments to resolve outstanding issues
    • Assist in documenting solutions for training and information purposes
    • Accurately track, log and otherwise tag support requests

    REQUIREMENTS

    WHY YOURE RIGHT FOR THIS ROLE:

    • YOU ARE POSITIVE. Dealing with customer issues can be draining. It is our goal to overcome the negativity and stoke out each and every person we contact.
    • YOU ARE A CREATIVE AND INNOVATIVE PROBLEM SOLVER. We give our agents the power to do what it takes to give our customers the best experience. It is important to be creative and solve the root issues each customer is calling about.
    • YOU ARE A SENSITIVE AND SKILLFUL COMMUNICATOR. Listening, tone matching and empathizing is essential to working with people.
    • YOU ARE EXTREMELY ORGANIZED AND ATTENTIVE TO DETAIL. Our team is scattered around the world. It is necessary to be timely and to take detailed notes on actions taken and the conversations had. In order for us to fix the overarching issues, we rely on team notes.
    • YOURE CONFIDENT. Talking on the phone with strangers can be intimidating. We are looking for people who can have real conversations and connect with others.
    • YOU ARE SELF-MOTIVATED. You are able to work independently and within teams.
    • YOU ARE BILINGUAL. You feel confident utilizing both languages when supporting customers.

    WORK REQUIREMENTS:

    • You are located in California
    • You are bilingual (Spanish and English) and have 3+ years using both languages in a work setting. We will only consider Spanish-speaking applicants for this role.
    • You have prior Customer Service experience. Experience with Zendesk and Shopify is a plus!
    • You are knowledgeable about the Blenders brand and its products
    • You have reliable high-speed internet connection and own a laptop
    • You have a quiet work space with minimal noise in which you'll fulfill your shifts
    • You have adequate computer skills and typing speeds and experience using Microsoft Office
    • You are available to work 4-5 hour shifts a week. Were available for our customers every day between 8:30 AM to 5:00 PM PST.
    • You are available during peak and holiday seasons (April-August, November-December)

    POSITION DETAILS:

    This is a full-time remote position reporting directly to the Customer Success Manager. Normal working hours are Monday through Friday (8:30AM-5:00PM PST).

    BENEFITS

    Why Blenders:

    Besides working in sunny Pacific Beach with some of the coolest people you will ever meet, Blenders also offers:

    • We're happy to pay for superb talent and we offer medical, dental and vision benefits to full time employees.
    • 401(k) Plan
    • Blenders is growing fast! We've got some incredible opportunities for learning and growth ahead.
    • In addition to 13 observed holidays, full-time exempt employees have Unlimited PTO. Our non-exempt team has a competitive PTO accrual.
    • Youll receive free shades and 50% off any additional products.

    Blenders Eyewear is proud to be an Equal Opportunity Employer. Blenders Eyewear is committed to providing diversity and inclusion training to all employees, and we do not discriminate on the basis of race, religion, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided upon on the basis of qualifications, merit, and business need.