**About Us**
It's simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn't need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.
**What is this role about?**:
Our **Customer Service Representative** will serve as the first point of contact to customers and must be focused on providing excellent customer experience at all times. In addition, this person must have confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.
**What awaits you in this role**:
- Review, process and close all incoming ER tickets, service orders, exchanges, return to vendor, extended o warranty claims daily that are assigned to the Guest Response Team (GRT)
- Act as first level of escalation by providing guidance to team members on difficult situations handling o exceptions or unusual situations
- Refer complex problems to supervisors as appropriate
- Maintain communication with team members, customers, and other departments
- Provide daily service reports and ER reports to supervisors
- Represent the GRT call center on cross functional teams
- Analyze problems and determine resolutions
- Advise management of operational or staffing issues
- Other duties as assigned, essential or otherwise
- Interact with customers to answer their questions
- Follow Company policies and use independent judgement to determine resolution/escalation
- Maintain a high level of professionalism, punctuality and accountability
- Contribute to a team-oriented environment, assisting others as needed
**What we are looking for**:
- High School Diploma or equivalent
- Consistently meet all department goals and objectives to ensure customer satisfaction
- Timely and accurate information exchange, teamwork and cooperation
- Demonstrated working knowledge of Microsoft Office
- Ability to learn in-house computer programs
- Excellent oral and written communication skills in the English language
- Bilingual skills - a plus
- Great telephone presence and confidence to assist customers over the phone
- 1-3 years of customer service experience
- 1+ year of call center experience
- Courteous, confident and outgoing personality with exceptional customer service skills
- Ability to build relationships with team members and customers
**What we offer**:
- Law Benefits
- Social Security (IMSS)
- 12 Vacations Days after First Year
- Vacation Bonus (Prima Vacacional)
- Christmas Bonus (Aguinaldo)
- Sunday Bonus (Prima Dominical)
- Food Vouchers
- Health Insurance
- Excellent Work Environment
- Opportunities for Growth
- On Staff Psychologist and Nutritionist
- Convenient Partnerships for Food and _More!_
**Our Client's Background**
Our client is a major US based furniture store.
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