Customer Support Representative I - Bilingual Spanish
ECHO Incorporated is an industry leader in developing and manufacturing high-performance outdoor power equipment, and they are seeking a Customer Support Representative I - Bilingual Spanish. This role involves handling customer inquiries, documenting interactions, and assisting in order processing while working in a hybrid environment.
Responsibilities
- Promptly and professionally respond to customer inquiries via phone, addressing concerns related to maintenance, product usage, comparisons with other manufacturers, accessories, warranty procedures, features and benefits, specifications, setup, product catalogs, and troubleshooting
- Log all incoming calls into the RightNow system and escalate unresolved issues between customers and dealers to the appropriate distributor or staff member for resolution
- Assist the Customer Support Supervisor in managing and responding to emails
- Check and return after-hours voicemail messages
- Process orders for missing products as needed using the ERP system
- Report maintenance issues within the RightNow Help Desk system, including incorrect, missing, or insufficient information
- Notify the distribution team of dealer locator updates and report error messages for technical service website users
- Authorize and coordinate the shipment of missing or damaged items for new equipment, as well as goodwill items for customers
- Enter shipment tracking details into the RightNow Help Desk system
- Perform additional duties and assignments as needed to support the department and company operations
Skills
- Minimum of 1 year of customer service experience
- Bilingual English/Spanish speaking is a must!
- Strong problem-solving abilities
- Excellent verbal and written communication skills
- Proficiency in typing and keyboarding
- Competency in Microsoft Office Suite applications
- High School Diploma or GED is required
- College degree is desired
Benefits
- 11 paid holidays
- Extremely affordable medical, dental, and vision insurance
- Paid PTO
- 5% 401K match
- Tuition reimbursement
Company Overview