.Mainspring Management is a fintech venture-backed company that is currently looking for driven, enthusiastic people to join our team. Join us in this fast-paced environment that will allow you the opportunity to grow and rise to the top. We provide comprehensive training and guidance to ensure your success!We are currently seeking bilingual, ambitious, self-motivated team members for a challenging, intense, and ever-evolving career in the customer service arena.Summary of PositionThe Bilingual Customer Service Specialist plays a key role within the organization to provide customer support to internal and external customers. You will strike a balance between maintaining trustful relationships and ensuring accurate information on any inquiries. The Customer Service Specialist also needs to ensure that all work is performed in compliance with company policies as well as local, state, and federal laws and regulations.DutiesServes customers by providing product and service information and resolving product and service concerns.Maintains customer records by updating account information.Resolves customer inquiries by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.Contributes to team effort by accomplishing related results as needed.Adheres to follow-up guidelines to ensure outstanding obligations are satisfied.Accepts feedback to improve skill set and contributes to the training and development of others in a team work environment.Utilizes sound judgment and creativity to analyze the customer's inquiry and provide accurate information.Maintains outstanding quality assurance results.Demonstrates a positive attitude while engaging in a fun and challenging work environment.Maintains and exceeds key performance metrics while adhering to all compliance regulations.Other duties and responsibilities as assigned.QualificationsHigh School Diploma (or equivalency certificate).Fluent in English (both verbal and written).2-3 years of call center customer care experience handling incoming and/or outgoing calls. Face-to-face experience in a service environment is acceptable.1+ years of sales experience or handling escalated customer requests is a plus.Excellent multitasking skills; can navigate multiple software programs while staying engaged with the customer.Capability of having professional and persuasive verbal, written, and negotiation skills.Proper phone etiquette.Proficient computer and typing skills plus working knowledge of MS Office.Must be goal-oriented, tenacious, and a self-starter with a keen sense of urgency.Strong written and verbal communication skills with a keen attention to detail.Ability to work on a fast-paced, high account volume, goal-oriented team.Excellent proven history of overcoming objections while finding resolutions that best fit the customer
