BPO - Customer Support Specialist (Hybrid Setup) M#01

We listen, and we don't judge. If you live by these words, you'll be perfect as our Customer Support Specialist. Okay, maybe you judge a little. As long as you can keep it confidential, you'll fit right in!

In this role, you'll be the first point of contact for our customers. But you're not just answering calls; you're streamlining connections. Think of it as being the Monica Geller of our friend group but in a customer service setting.

Sound like something you'd do? Apply today!

How You Spend Your Eight Hours

• Be the first point of contact. Promptly answer all customer phone calls within two to three rings, providing excellent service in both English and Spanish. Route incoming leads to estimators via text and email to ensure seamless follow-up.

• Stay on top of incoming requests. Monitor Outlook for web bid requests and efficiently route these leads to estimators via email.

• Keep us organized. Accurately input all incoming leads into the company's software for effective tracking, reporting, and follow-up.

• Focus on customer experience. Reach out to residential customers upon job completion to confirm satisfaction, encourage positive Google reviews, and gather valuable feedback.

• Resolve issues proactively. Collaborate with the general manager to address any complaints or negative feedback, ensuring a swift and professional resolution.

• Support marketing initiatives. Assist the marketing coordinator with various projects to enhance brand visibility and company growth as needed.

What You Must Possess

• Fluency in English and Spanish, both spoken and written
• Friendliness and professionalism
• Ability to handle customer needs effectively
• Ability to use Microsoft Outlook, data entry software, and CRM software
• Ability to manage time, prioritize tasks, and stay on top of details
• Proactive attitude in resolving issues and finding positive outcomes
• Dedication to delivering great service and building strong relationships
• Willingness to collaborate and support colleagues across departments

What You Shall Receive

• HMO coverage with two free dependents upon regularization
• VL/SL credits upon regularization
• Friendly and supportive work culture
• Non-taxable allowances
• Pay increases, performance bonuses, birthday gifts, and many more

What You Should Consider

• Full-time position
• Monday to Friday, night shift
• Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.