Job Description

SUMMARY: MANAGEMENT BUSINESS SOLUTIONS IS SEEKING A BILINGUAL CUSTOMER SERVICE REPRESENTATIVE FOR ITS CLIENT IN GRAND RAPIDS, MI. THIS INDIVIDUAL WOULD BE RESPONSIBLE FOR BEING THE FIRST CONTACT FOR CUSTOMERS. ASSIST CUSTOMERS WITH ISSUES.

RESPONSIBILITIES:

• Provide support including customer chat support, answering email inquiries, phone calls, and responding to Social Media messages in both English and Spanish.
• Multitask while maintaining attention to detail and quality.
• Identify, research, and resolve issues.
• Utilize available resources that can help users get the most from their product, including macros, frequently asked questions, and technical support articles.
• Exercise appropriate discretion in escalating issues.
• Seek opportunities to cross-sell or up sell.
• Understanding of computer applications for information and resolution of Customer needs.
• Provide accurate Customer feedback regarding products and services.
• Communicate effectively with internal and external Customers and Customer support staff.
• Help/support to other areas of the business.
• Other duties as assigned.

QUALIFICATIONS:

• High School Diploma or equivalent is required. Bachelor’s Degree preferred.
• Minimum of 3+ years of experience in customer service experience required.
• Prior Call Center experience/Tech. Support is preferred.
• Bilingual in Spanish/English (reading, writing, and speaking) required.
• Ability to communicate effectively both written and verbally.
• Proficiency in MS Office Suite required.
• Experience with JD Edwards Enterprise One, Microsoft Dynamics CRM and Shopfiy preferred.
• Flexible working hours and overtime required as needed.

MANAGEMENT BUSINESS SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER