Bilingual Customer Support Specialist
New
S
SamsaraPhysical Operations
Remote - US. This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.Full-TimeMiddle
Salary43,435 - 58,400 USD per year
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Job Details
- Languages
- Full bilingual proficiency (English/Spanish) is a must.
- Experience
- 3+ years of experience in a customer-facing role within a contact center environment
- Required Skills
- SalesforceCustomer serviceAccount ManagementTroubleshootingZendesk
Requirements
- 3+ years of experience in a customer-facing role within a contact center environment, including handling escalated cases and complex customer interactions.
- Full bilingual proficiency (English/Spanish) is a must.
- Expertise in handling service requests in billing, RMA, cancellations, renewals, or customer success management or specialist roles.
- Proven ability to independently resolve challenging customer issues with a high degree of accuracy and professionalism.
- Exceptional communication and interpersonal skills to effectively engage with a diverse customer base and internal teams.
- Demonstrated ability to prioritize and manage a dynamic workload, including escalations, high-priority cases, and projects.
- Experience managing 30+ cases per day across multiple channels (phone, chat, email), with consistent delivery of high-quality service.
- Proficiency in ticketing systems such as Zendesk, Salesforce, or ServiceCloud, with advanced troubleshooting and documentation skills.
- Technical aptitude with macOS and related systems, along with the ability to quickly learn and adapt to new tools and technologies.
- Availability to work flexible hours (morning, night, and/or weekends) as assigned, based on the needs of the business.
Responsibilities
- Serve as a point of escalation for complex customer inquiries and issues related to billing, contract renewals, cancellations, and Samsara products and services.
- Provide guidance and mentorship to CSS II team members to enhance team performance and efficiency.
- Demonstrate advanced proficiency in multi-channel servicing, including handling complex cases via phone, email, chat, and other channels with exceptional communication and problem-solving skills.
- Manage and prioritize a high-volume workload, including escalations and urgent customer requests, ensuring timely and accurate resolution.
- Lead or participate in cross-functional initiatives aimed at improving customer experience, driving efficiency, and scaling support processes.
- Identify and analyze customer trends and issues to provide actionable insights to management and other stakeholders.
- Proactively improve customer support processes and contribute to the development of best practices and training materials for the team.
- Deliver exceptional customer service throughout the service cycle, ensuring customer satisfaction and retention.
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