Bilingual Customer Success Advocate (Spanish, Remote)

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timePosted 10 days ago location United States salarySalary undisclosed
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Job Description

Resident - Resident is an industry-leading startup in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016, we have since launched additional new brands with the same mission of making inspiring products people love coming home to.Every part of our company is built around growth, experimentation and velocity. Our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum. If you believe in the importance of data-driven decision making, naturally curious and possess a truly customer-centric orientation, we might just be the right company for you!Our Customer Success Team is seeking Bilingual Customer Success Advocates to join our team. The ideal candidate will be able to fluently read, speak, and write both English and Spanish while engaging with our current United States customer base.**This is a Remote, Work from Home Call Center environment opportunity in the United States. Must be available to work any FT scheduled shift given between the hours: 6:00a-9:30p PST/ 9:00a-12:30a EST SUN-SAT. We are open 365 days a year. Must be willing to work weekends & key holidays. Additionally, you must have a dedicated quiet work space to be considered for this role.**ResponsibilitiesHelp solve escalated issues through phone & email (dual channel; inbound/outbound)Troubleshoot, investigate, and create detailed notes in our admin systemProvide follow up calls to customers to troubleshoot issues as necessaryActively collect insights from customers and focus on closing the communication loop by providing product feedbackProvide timely updates regarding new trends in support issuesDevelop and document best practices to enhance troubleshooting processesDrive business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/upsellHave a strong focus on retention by creating opportunities and options for customers interested in cancelling/returning ordersBe a Subject Matter Expert/Brand Ambassador for all our productsContinue to build on an already strong CS team cultureRequirementsA minimum of 2+ years of customer support, sales, de-escalation and retention experienceFluent in Spanish and English (reading, speaking, and writing)The ability to troubleshoot and problem solve on your ownHave experience handling a high volume of ticketsHigh School Diploma or equivalentExcellent written and spoken EnglishStrong written communication skills that give you the ability to explain sometimes-complex instructions coherentlyAbility to bring an upbeat, professional and respectful approach to work each dayExperience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, SlackComfortability and familiarity with working from home and being a self-starterStrong conflict resolution, sales, and de-escalation skillsStrong computer skills with the ability to type at approximately 50+ WPM (ideally)Developed skills and refined strategies to turn requests for cancellations and returns into saves and sales opportunities to increase revenueInnately sales driven while keeping in mind the true value of the customer experience