Customer Experience Associate, Bilingual – Spanish

Role Overview

• Conduct outreach via phone, text, and email daily.
• Successfully complete assigned tickets each day.
• Maintain an >80% phone answer rate per week.
• Act as a "hub" for all inbound questions regarding Bold and our offerings.
• Maintain 92% or higher customer satisfaction score.
• Act as the voice between both customer and Bold.

Requirements

• 1-3 years of experience as a customer support representative.
• Effective communication: Empathetic and active listener for our future and existing members.
• Customer Service Tools: Experience working in CRMs and Customer Services tools.
• Organization & Attention to Detail: Ability to prioritize and handle a high volume of work.
• Critical Thinker: Demonstrated ability to quickly and proficiently understand new information.
• Experience in a role that had direct daily interactions with older adults.
• Exceptional verbal and written communication skill.
• Ability to report bugs with detailed description and data to the engineering team.
• High levels of empathy, patience, and a positive attitude.
• Strong ability to analyze situations and solve issues efficiently.
• Proficiency with computers.

Benefits

• Annual bonus