Bilingual Customer Engagement Specialist II

Grupo Ferré Rangel; Guaynabo (PR); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Grupo Ferré Rangel is seeking a Customer Engagement Rep II to handle inbound calls, guide customers on products and pricing, and process service orders in a fast-paced office environment. The role requires strong empathy, bilingual English/Spanish abilities, and meticulous data entry into the system.

The position is full-time and at our office location in Puerto Rico with occasional offsite visits. Candidates should have at least 60 college credits and a minimum of one year in customer service.

Qualifications

• 60 college credits or more (equivalent to 2 years of university-level studies).
• Minimum of one year in customer service.

Responsibilities

• Receive inbound calls to guide customers, process service orders, register claims, cancel accounts, and more.
• Guide customers on products, services, and pricing; respond to related inquiries.
• Apply customer service skills to identify needs and resolve issues.
• Collect and input customer information into the system.
• Document interactions and agreements with customers.
• Review and confirm agreements made with the customer at the end of each interaction.
• Ensure customer satisfaction in alignment with service standards.
• Use and care for assigned resources such as workstations, computers, and headsets responsibly.
• Maintain ethical conduct and confidentiality regarding the project, operations, and databases.
• Follow project policies and quality assurance procedures.
• Complies fully and consistently with the Company's standards, policies, and procedures and the local and federal laws applicable to our industry, business, and employment practices.

Skills

Empathy

Needs identification

Case registration

Communication

Recordkeeping

Organizational skills

Time management

Teamwork

Interpersonal communication

Bilingual English/Spanish

MS Office

Office equipment familiarity

Education

60+ college credits

Tools

MS Office

Job description

Grupo Ferré Rangel is seeking a Customer Engagement Rep II to handle inbound calls, guide customers on products and pricing, and process service orders in a fast-paced office environment. The role requires strong empathy, bilingual English/Spanish abilities, and meticulous data entry into the system.

The position is full-time and at our office location in Puerto Rico with occasional offsite visits. Candidates should have at least 60 college credits and a minimum of one year in customer service.