Blue Stream Fiber

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Bilingual Customer Experience Associate (In-Person)

Min Experience

2 years

Location

Port Saint Lucie, Florida, United States

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

As a Bilingual Customer Service Experience Associate, you’ll be the face of Blue Stream Fiber, providing personalized interactions with our customers. You’ll deliver excellent customer service while being courteous and knowledgeable of the full suite of Blue Stream Fiber products and services. Being courteous takes on new meaning in today’s environment – it is more than just service with a smile. It is creating a meaningful connection between each customer and our brand. Your ability to provide an effortless experience will be rewarded as you work to meet key objectives.

Key Responsibilities

  • Assist customers with making payments, returning equipment, starting or changing their Blue Stream Fiber service and answering questions they may have.
  • In addition to in-person customers, you will assist the Customer Experience Team handling live chats or phone calls from our customers, addressing billing inquiries, account questions, and basic trouble-shooting tasks.
  • Communicate with leadership regarding concerns brought up by customers.
  • Be flexible and open to change.
  • Available during office hours, Mon-Friday 8:30am-5pm.

Skills, Knowledge & Expertise

  • Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations. 
  • Very comfortable working with computers, multiple screens, customer databases. 
  • Can clearly communicate and explain basic account information to the customer including their billing statement, products and services, with focus on first-call resolution, retaining revenue, and building value. 
  • Overcome concerns, resolving customer concerns through active listening, empathy, professionalism, and problem solving. 
  • Has a keen awareness of maintaining company policies and procedures while applying sound judgment within scope. 
  • Must be able to work in a fast-paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse upset customers. 
  • Demonstrates ability to achieve established goals and performance metrics. 
  • High focus on attendance and being punctual. Office is open Mon-Friday 8:30am-5pm.
  • Ability to work independently but seeks leadership support when necessary. 
  • FLUENCY IN SPANISH is required. 
  • Must be able to read, write and speak English and Spanish.
  • Ability to effectively present information and respond to questions from customers and technicians.   
  • High School Diploma or equivalent 
  • 2 years related experience. 
  • Customer/Client Focus – you enjoy solving problems and helping customers.
  • Flexibility and Adaptability.
  • Teamwork Capacity. 
  • Technical Capacity – comfortable learning new systems and a fast learner.
  • Typing- minimum 25 wpm.
  • Punctual and Good Attendance.

Job Benefits

  • Medical, Dental and Vision
  • PTO & Holidays
  • 401K + Match
  • Life Insurance
  • FSA & HSA
  • Short Term/Long Term Disability
  • Legal Plan Support & EAP

About the company

Blue Stream Fiber has been in business for 45 years, servicing Florida with amazing Internet, TV, and Phone products. We have invested millions of dollars building fiber in the communities we serve to deliver an innovative array of products and services, including fiber-to-the-home infrastructure, symmetrical internet speeds, whole-home managed WIFI, and TiVo Android Set-Top boxes with Google Assistant, among other industry-leading technology. As our company grows throughout the state, our support staff needs to grow and evolve, and that is exactly why we need you. At Blue Stream Fiber we take a customized approach to ensure our customers are at the center of every decision we make, all the while developing each of our team member’s strengths and experiences. We take our role as trusted industry experts very seriously and are dedicated to providing communities and our neighbors with reliable fiber infrastructure to offer world-class internet, TV and phone products and services that enrich lives, while providing a personalized customer experience, from a local team that cares.

Skills

CRM
Knowledge base
Multiple screens