Bilingual Customer Service Representative

Job Type

Full Time

Salary

Details: $15.00 per hour, full-time

Published

09/14/2018

Address

Philadelphia
Pennsylvania
United States

Description

Title: Customer Service Representative

Reports to: Customer Service Manager

Rate:$15/hour


Schedule:

This position will be expected to work full time, 30+ hours, subject to seasonal fluctuations and staffing needs. Standard operating hours are 6:45 AM to 1:15 AM. Night and weekend shifts may be eligible to work from home. Monthly team meetings as scheduled.


Summary:

Customer Service Representatives work in our Philadelphia-based customer service center to support bike share customers. They are committed to creating an exceptionally positive customer experience and have a solid understanding of the technical aspects of our systems. They are passionate communicators when inspiring customers to use bike share and have strong interpersonal skills. This is an entry level position, with room for advancement based on performance.


Duties and Responsibilities:

  • Respond to all customers and potential customers in a timely, professional, and enthusiastic manner via multiple channels, including but not limited to phone, email, text messaging, and live chat
  • Assist all customers with the highest level of customer support
  • Investigate customer service issues and find solutions
  • Complete detailed customer service tickets for all customer interactions
  • Inspire customers to become and remain passholders, and create a lasting positive impression
  • Monitor system and perform regular system maintenance, including but not limited to contacting customers with account issues and performing overdue bike audits
  • Effectively use customer service software to complete clear and thorough documentation for all customer interactions
  • Fulfill and mail new passes and membership welcome packets
  • Follow Standard Operating Procedures
  • Escalate issues to management as appropriate, including but not limited to customer concerns and updates to policies and procedures
  • Keep abreast of new company products and services
  • Other duties as assigned


Qualifications:

  • Minimum two years of related experience
  • Must be English-Spanish Bilingual
  • Positive and upbeat attitude
  • Ability to problem solve and remain calm under pressure
  • Ability to prioritize and multi-task in a rapidly changing and fast-paced environment
  • Excellent written and verbal communication skills
  • Excellent organization skills and ability to meet deadlines
  • Strong computer/software skills
  • Self-starter
  • Interest in bike share a plus
  • Comfort riding a bike in the city a plus
  • Must be able to work flexible hours, including nights, weekends, and holidays
  • Must be able to type, speak/hear on the phone, and use equipment including but not limited to headsets
  • Work from home shifts require a reliable internet connection and an environment to take calls where quiet & customer privacy can be assured


A few of the benefits we offer:


  • Affordable medical insurance and free dental insurance
  • 401k with employer match
  • 15 days PTO + 10 company holidays per year
  • Paid parental leave
  • Free bike share memberships
  • And so much more!


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


Equal Opportunity Employer M/F/V/D

Level of Language Proficiency

English-Spanish Bilingual

Professional Level

None specified

Minimum Education Required

No requirement


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