Bilingual Consumer Care Specialist - Multi-Channel

Kids II Inc.; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Flexible hours

Generous benefits

Team activities

Job summary

Kids2 in Atlanta, GA is seeking a Consumer Services Representative to deliver top-tier support across phone, email, and social channels. You will be the first point of contact, guiding customers on product assembly, usage, and troubleshooting, while aligning with cross-functional teams to ensure quick resolutions.

The role requires at least 2 years of customer service experience, bilingual English/Spanish, strong listening and problem-solving skills, and proficiency in Microsoft Office and CRM

Qualifications

• 2+ years of customer service experience.
• Ability to multi-task across multi-channel touchpoints.
• Professional, reliable with strong attention to detail.

Responsibilities

• Directly manage incoming and outgoing consumer calls to action support within a defined standard.
• Review, process, and accurately archive a high volume of consumer email inquiries with sensitivity
• Conduct exchanges with consumers through social applications using guided canned responses
• Extend product troubleshooting as appropriate for our consumers, collaborating with other teams
• Record product quality notices, initiate consumer refunds, and submit replacement orders within company guidelines
• Ensure timely resolution for each consumer contact
• Express due diligence with individual review of outstanding guest claims
• Coordinate product returns using an online courier scheduling system when business guidelines deem necessary.
• Collaborate with cross-functional teams such as Product Integrity, Product Development, and Accounting
• Deliver quality engagement and foster positive connection-building with caregivers and patrons
• Other duties and responsibilities as assigned.

Skills

Customer service

Bilingual EN/ES

Multitasking

Team collaboration

Verbal & written communication

Typing 60 wpm

Microsoft Word

Excel

PowerPoint

CRM experience

Education

High School Diploma / GED

Tools

Microsoft Word

Excel

PowerPoint

Microsoft Dynamics CRM

Job description

Kids2 in Atlanta, GA is seeking a Consumer Services Representative to deliver top-tier support across phone, email, and social channels. You will be the first point of contact, guiding customers on product assembly, usage, and troubleshooting, while aligning with cross-functional teams to ensure quick resolutions.

The role requires at least 2 years of customer service experience, bilingual English/Spanish, strong listening and problem-solving skills, and proficiency in Microsoft Office and CRM