Job Summary
The Bilingual (Spanish/English) Customer Care Representative (Brand Ambassador) is a passionate customer care professional responsible for providing an authentic, world-class customer experience for our client's customers via phone, email, and chat. While representing a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients, the Brand Ambassador assists customers with all aspects of customer service including order placement, facilitating returns and replacements, product inquiry and recommendations, general customer service assistance, and escalated issues across all product lines cosmetics, skincare, and bath & body. The Bilingual (Spanish/English) Brand Ambassador utilizes a variety of resources and information to assist customers in a courteous and professional manner that supports and reinforces brand standards, always with a focus on providing best-in-class customer service.
ESSENTIAL RESPONSIBILITIES include the following:
Convey energy, excitement, authenticity, and a deep appreciation for the mission and values of our client's brand
With the utmost professionalism, represent a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients
Utilizes proactive and intuitive techniques to increase customer experience by providing suggestions for products that match customer interests and needs
Utilize multiple service channels (email, chat, phone, text, etc.) to provide an outstanding customer experience
Ability to retain and convey thorough knowledge and benefits of the client's products
Confident and driven to find solutions to customers issues with the ability to probe for full understanding of customer needs
Meets or exceeds all program metrics as outlined in training and manuals (e.g. attendance, quality, sales, etc.)
Thrive in an environment with high performance standards
Communicate with customers and exhibit genuine empathy
Embrace the commitment to customer service and nourishes brand loyalty
Ability to accurately document customer interaction details with limited errors
Applies high-quality customer service guidelines while servicing customers
Applies client and VIPdesk Connect policies as applicable whenever interacting with customers
Other duties as assigned
REQUIREMENTS:
3+ years of experience in Retail or Customer Care
Fluent in both English and Spanish--both spoken and written communication skills
HS Diploma or equivalent required. Associates or Bachelor's degree preferred
Able to work weekends and holidays
Able to work at a desk for scheduled shifts
Experience and proven success in customer service
Strong sense of urgency, demonstrates ownership, high energy, and team player
Excellent interpersonal skills; strong oral and written communication skills
Savviness and experience with technology is essential as multiple systems are in use
Flexible, adaptable, and willing to take on new challenges
Have experience with premium beauty brands, preferred
Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence
Genuine passion for beauty products including cosmetics and skincare
Must have a home-office environment, internet connection, webcam, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
Currently reside in one of the following locations: AZ, CO, FL, GA, IL, IN, MD, NV, NC, NJ, NM, OH, TN, TX, UT, VA, or WI
QUALIFICATIONS:
Bilingual (Fluency) in Spanish and English
Previous e-commerce and/or direct selling industry experience preferred
Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) strongly desired
Strong analytical and problem-solving skills
Genuine passion for beauty products including bath and body, skincare, and cosmetics
Working knowledge of Microsoft Office Suite
Able to type at least 35 WPM with proper spelling and use of grammar
Able to use effective and probing questioning and listening techniques to identify customer needs
Able to learn and work independently and exhibit ownership as well as in a team environment
Able to successfully pass a credit, criminal, and employment reference security checks
In compliance with Colorado's Equal Pay for Equal Work Act (EPEWA), we are disclosing the compensation, or a range thereof, for roles that will be, or could be, performed in Colorado.
The compensation range for this position is $16.00 - $18.00 per hour. Actual compensation may vary and will be based on various factors, such as candidate's qualifications, skills, competencies, and proficiency for the role. VIPdesk Connect offers comprehensive benefits, which may include health insurance, life & AD&D insurance, paid time off, flexible spending accounts, and access to other benefit programs. Eligibility for VIPdesk Connect Benefits is determined under the terms of the applicable VIPdesk Connect Benefits plan at a person's date of hire.
VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V.
