Bilingual Customer Service Advocate - PCR Staffing

Bilingual Customer Service Advocate

International Company in North Charlotte is Customer Account Services Advocates provide clients with clear and accurate information regarding company services and products, commission structures, and policies and procedures. This role is responsible for supporting IBOs in accordance with company policies, procedures, quality standards, and applicable local, state, and federal regulations. This person must be Bilingual in Spanish or French


This is a contract to Hire position with a pay rate of $17.50/hr. with excellent benefits when it converts to permanent located in North Charlotte. This is an onsite position in Concord NC

Spanish Bilingual Required

• Call Handling: Answer an average of fifty incoming calls from IBOs per day.
• Live Chat Monitoring: Monitor and respond to incoming live chat requests from IBOs efficiently and accurately, meeting departmental goals.
• Customer Interaction: Address multiple chat inquiries simultaneously while maintaining professionalism and a sense of urgency, especially for IBOs seeking repeated resolutions.
• Resource Guidance: Direct IBOs to appropriate resources and online tools for information related to their role.
• Product Knowledge: Maintain current knowledge of company products and services, offering technical assistance when needed.
• Inquiry Response: Address IBO inquiries about subscriber services, products, billing, and general information, providing accurate and up-to-date details about company products, policies, and procedures.
• Issue Resolution: Identify and resolve issues related to policies, procedures, and compensation plans.
• Technical Assistance: Offer assistance in locating pertinent information using company's online tools and maintain current product knowledge.
• Documentation: Accurately complete all necessary forms and documentation.
• Root Cause Analysis: Review and determine the root cause of IBO inquiries, driving resolution effectively.
• Team Collaboration: Work collaboratively with team members and other departments to achieve common goals and improve IBO support.

Requirements

• Excellent written and verbal communication skills.
• Bi-lingual in Spanish is required
• Strong problem-solving and critical thinking abilities.
• Ability to multitask and manage time effectively.
• Patience and empathy when dealing with difficult situations.
• Strong organizational skills and attention to detail.

• High school diploma or equivalent; additional education or certifications in customer service or business administration is a plus.
• Previous experience in a customer service role, preferably in a call center or customer support environment.
• Experience working with independent business owners or in a similar capacity is highly desirable.
• Familiarity with chat platforms, telephony systems, and basic computer operations.

Key Skills
Customer Service
Account Manager
Customer support
Sales
Call center
Spanish
French
Bilingual

Bachelor's Degree Requirement: Yes