Bilingual Customer Service Representative Job at Gravity IT Resources, Pembroke Pines, FL

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  • Gravity IT Resources
  • Pembroke Pines, FL

Job Description

Job Title : Customer Service Representative

Location : Pembroke Pines, FL

Job-Type : Direct Hire

Referral Fee : +/- $750

Employment Eligibility : Gravity can only consider US Citizens or Green Card Holders at this time.

Position Overview

Gravity is seeking a Customer Service Representative who will support customers in resolving issues by answering questions, routing calls to the appropriate department, creating tickets, and providing product and service information.

Main Duties/Responsibilities:

  • Interact with customers via telephone, email, or online chat to provide support and information on assigned products or services.
  • Handle customer inquiries and complaints by directing calls to the appropriate person/department (transferring calls, creating a sales lead, and/or creating a ticket).
  • Troubleshoot and resolve product issues, working with account managers and technical teams.
  • Ensure that proper actions are taken to address customers' problems and concerns, utilizing knowledge of specific products or services to assist or escalate as needed.
  • Assist customers in effectively utilizing SAAS solutions and finding value in the services provided.
  • Document and update customer records in CRM systems based on interactions to track inquiries, complaints, and comments.
  • Provide information on products and services, as well as updates on returns.
  • Perform other related duties as assigned.

Required Skills/Abilities:

  • Ability to build rapport with clients.
  • Strong organizational skills with the ability to prioritize and multitask.
  • Professional and positive demeanor over the phone.
  • Excellent written and verbal communication skills.
  • Service-oriented with the capability to resolve customer grievances.
  • Proficient computer skills and ability to learn new software.

Education and Experience:

  • Previous experience in customer service and technical support roles.
  • Technology-related experience is a plus.
  • Experience with CRM systems (e.g., HubSpot, Salesforce) is a plus.
  • High school diploma or equivalent required; a college degree is a plus.
  • Customer service experience required.
  • Experience with a related product or service preferred.

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