Job Description

BILINGUAL CUSTOMER SERVICE SPECIALIST

Dallas, TX

JOB DESCRIPTION

Eyemart Express is seeking bilingual candidates with strong customer service skills, written skills, and social media customer service experience to fill a position with our Customer Service Team. This candidate will be responsible for responding to all forms of customer complaints, on our social media platforms, phone, and Zendesk, for in-store and online customers. The ideal candidate will bring high energy, problem-solving skills, excellent communication, and great customer service skills into a role which interacts directly with Eyemart customers.

DUTIES AND RESPONSIBILITIES

• Research the original sale and the resulting customer complaint.
• Apply customer service skills in order to resolve moderately complex customer issues by coordinating between the field and the customer.
• Know Eyemart Express Warranties, Policies & Prices, and apply accordingly when resolving customer issues.
• Communicate the complaint and its resolution to the store’s General Manager, the District Manager and/or Regional Vice President.
• Document complaints/resolutions thoroughly; analyze resulting data to identify relevant trends.
• Based on customer feedback, provide relevant feedback to the District Manager on coaching and retraining opportunities in our stores.
• Build solid, productive relationships with General Managers and District Managers.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High School diploma required.
• 2-5 years of experience in a customer service or account management position.
• Retail experience preferred.
• Experience using Zendesk preferred.

SKILL REQUIREMENTS

• Able to speak fluently in Spanish, required.

• Proficient in controlling customer situations and setting customer expectations appropriately.

• Ability to create resolution plans, as necessary.

• Strong interpersonal and communication skills.

• Demonstrated ability to analyze and problem-solve.

• Strong implementation and project management skills.

• Customer service focus.

• Strong skills in Microsoft Office, Zendesk, and responding on social media.

• Very positive, professional demeanor and attitude.

• Ability to communicate clearly and concisely, both orally and in writing.

• Ability to speak, write and understand Spanish is required.