Bilingual Customer Care Representative

We’re Looking For A: Bilingual Customer Care Representative (English/Spanish)

Remote: Alabama, Arizona, Arkansas, California, Colorado, Georgia, Indiana, Minnesota, Nevada, New Mexico, Ohio, Tennessee, Texas, Utah, and Wyoming

Training Schedule: Paid virtual training (4-5 weeks)

• 8:00 AM to 4:30 PM MST Monday-Friday

Call Center Hours of Operation: All shifts include one or both weekend days

• 7:00AM-6:00PM MST Monday-Friday
• 7:00AM-5:00PM MST Saturday/Sunday

The Golden Difference. How are we different from other companies?

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You're part owner of GCC). Learn more.
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days of paid sick time plus holidays
• Massive room for professional growth and results-based pay increases
• Actually fun virtual & in-person events 

What You’ll Be Doing:

• This position will be responsible for handling customer calls proficiently in both Spanish and English to ensure seamless communication with Spanish and English-speaking customers
• Use multiple systems simultaneously to resolve customer inquiries efficiently
• Research and reconcile problems by clarifying the customers concern, determining the root cause of the issue, and explaining the best solution to resolve the issue satisfactorily
• Address customer complaints effectively, offering suitable solutions and alternatives to ensure swift resolution and customer satisfaction
• Engage customers in reconsidering cancellation by highlighting benefits and informing them of available deals and promotions, aiming to retain their loyalty and satisfaction when applicable
• Correct/update customer information accurately as needed to ensure current and reliable records
• Document customer requests and actions taken on the customer’s account to ensure comprehensive and precise account records
• Efficiently fulfill customer order requests to enhance their experience and encourage repeat business
• Assist customers with order status inquiries and provide shipping information promptly to enhance their confidence in our service and ensure a positive experience
• Meet standard contact center performance metrics to uphold the quality of service provided to customers and enhance overall customer satisfaction
• Provide customer feedback to management regarding products, trends, and customer issues to facilitate continuous improvement and enhance overall customer satisfaction
• Follow communication procedures, guidelines, and policies to maintain consistency and professionalism in interactions with customers, thereby enhancing their experience and fostering customer satisfaction

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• High school diploma or GED
• 1-2 Years in a customer service role
• Proficiency in both English and Spanish languages is required
• 1 year customer service in a contact center setting (preferred)
• Proficiency using Windows-based applications, Google Suite (Sheets, Docs), and Microsoft Office software programs (Excel, Word) (preferred)
• Working knowledge of call center systems and/or workflows

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.