Bilingual Customer Service Representative (English/Spanish)
Booksy, United States
Job Description
About Us:
Want to join one of the fastest growing marketplaces in the world? You’re in the right place. Headquartered in Poland, Booksy connects over 100K beauty pros to 25+M customers around the globe. Our mission is simple. We want to connect beauty pros to the tools that they need to manage and grow their businesses, while simplifying the booking process for customers. This results in over 150 million appointments powered by Booksy every single year.
Requirements
As a Customer Service Rep, you will be working with business owners within the Health and Beauty industry. Adding an immense amount of value to the company, you will be responsible for helping our merchants set up their profile and use our tools to grow their business. You will not only be a product expert and knowledgeable on all things Booksy but accountable for preventing churn, maintaining account health and making sure our merchants are using our app to its fullest capacity and aware of all our product features.
What the Customer Service Rep role looks like:
- Identify, develop and recognize opportunities to improve processes to efficiently manage workflow
- Educate providers over the phone on product features and functionality
- Actively listen to providers needs, troubleshoot technical problems, address provider concerns and escalate when necessary
- Effectively multi-task and manage a large volume of calls
- Identify and assess providers needs to achieve the highest satisfaction with quality service
- Provide accurate, valid and complete information by using the proper processes and tools
- Professionally managing escalations; provide appropriate solutions promptly and follow up to ensure satisfactory resolution
- Keep accurate records of all interactions, inquiries and concerns via CRM management
- Provide timely feedback to the company through the designated channels, regarding service issues, bug issues or provider concerns
- Work respectably with peers, other teams and departments
- Maintain a positive, empathetic and professional attitude at all times
- Become a product expert. Know our products inside-and-out
Who you are:
- You’re a self-starter, We’re a start-up. Self motivation is requirement.
- At least 2+ year(s) of customer service and technical support experience, preferably with technology/SaaS companies
- Able to combine technical know how with exceptional soft skills including but not limited to strong empathy, patience, communication and listening skills
- Experienced supporting markets using SaaS solutions or internet/mobile products
- Successfully working in a very fast-paced, dynamic and forward thinking environment
- Coachable and eager to learn; maintains a positive attitude and thinks big picture
- Comfortable making outbound calls, when needed and providing innovative solutions to meet customer needs
- Strong organizational skills with attention to detail
- Familiarity with CRM systems and ability to quickly learn new software
- Proficient with written and verbal communication skills
- Capable of providing the white-glove service and possesses first class de-escalation skills
- Must be customer-obsessed and able to adapt and respond to a diverse client base
- Adaptability - you embrace new challenges and aren’t afraid of tough conversations
- Ability to multitask, prioritize and manage time and tasks effectively
- Bi-lingual a MUST (Spanish, Portuguese)
Benefits
- Health/Dental/Vision
- 401K Match
- Parental Leave Policy
- Paid Time Off
- Eligibility for monthly performance bonus
- Work/Life Balance
- Hourly Rate: $20.00-21.00