Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner
Listens well and demonstrates patience and understanding in customer interactions and with their teams
Anticipates and proactively suggests resolutions to customer questions that are tailored to individual customer requests
Adapts to changing workflow processes, accommodates shifting urgencies, manages multiple priorities & goals
Meets or exceeds performance expectations including Customer Satisfaction scores
Effectively uses Customer Care technology platforms to assist customers and capture relevant data that enhances customer experience
Uses proper communication procedures, guidelines, and policies
Looks for and contributes ideas to improve the team and customer experience
Seeks to understand the impact of their work on the business while contributing to team goals

direct experience with customers in a service-related role
Bachelor’s Degree in English, Spanish, Communication Studies, Humanities, or possess equivalent experience
verbally fluent in English and Spanish, as well as possess excellent grammar skills in both languages
must work during core business hours of 8am to 5pm (Pacific Standard Time)
demonstrates flexibility with scheduling and adapts to changing business needs
have a quiet and private place in your home where you can work without background noise
high speed internet connection (>25mbps)
collaborative team player who brings positive and productive energy to the workplace
organized self-motivator able to manage personal workload
quick learner, able to absorb and convey complex product details
possesses excellent judgment, organizational, analytical, and problem-solving skills
proficient with technology and software platforms, Salesforce is a plus

option to enroll in a company-matched 401k plan
participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents
starting accrual of 15 days PTO per year (prorated upon hire and increased by tenure)
two weeks of paid “Refresh” leave
80 hours of paid sick leave annually
11 paid holidays throughout the calendar year
paid disability leave
paid parental / pregnancy leave
Flexible Spending Accounts (FSA)
tuition reimbursement
Employee Assistance Program

Bilingual eCommerce Support Specialist – West Coast

Key skills