Customer Engagement Rep II

Grupo Ferré Rangel; Guaynabo (PR); On-site; USD 26,000 - 34,000; Full time

Job summary

Grupo Ferré Rangel in Guaynabo, PR, is seeking a Customer Engagement Rep II to handle inbound calls, process service orders, register claims, and assist customers with products and pricing.

The role requires 60 college credits and at least 1 year in customer service, with data collection, documentation, and adherence to company policies to ensure satisfaction.

Qualifications

• 60 college credits or more, equivalent to 2 years or more of university-level studies.
• Minimum of one year in customer service.
• Proficient in English and Spanish (written and verbal).

Responsibilities

• Receive inbound calls to guide customers and process service orders.
• Guide customers on products, services, and pricing; respond to inquiries.
• Identify needs and resolve issues using customer service skills.
• Collect and input customer information into the system.
• Document interactions and agreements with customers.
• Review and confirm agreements at the end of each interaction.
• Ensure customer satisfaction per service standards.
• Use and care for workstations, computers, and headsets.
• Maintain confidentiality regarding the project, operations, and databases.
• Follow project policies and QA procedures.
• Comply with company standards, policies, and legal requirements.
• May perform other duties as assigned.

Skills

Empathy

Needs identification

Case follow-up

Communication

Organization

Time management

Bilingual EN/ES

MS Office

Education

60+ college credits

Tools

MS Office

Job description

LinkActiv GroupIt's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business .The Customer Engagement Rep II position is a Full time, Regular position.MAIN RESPONSABILITIES • 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. • May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document. QUALIFICATIONS • 60 college credits or more, equivalent to 2 years or more of university-level studies. • Minimum of one (1) year in customer service. KNOWLEDGE, SKILLS AND ABILITIES • Demonstrate empathy and kindness in customer interactions. • Identify needs and offer appropriate solutions. • Register and follow up on cases in line with defined procedures. • Communicate service availability and eligibility to clients. • Maintain up-to-date records in the database. • Excellent organizational and leadership skills. • Ability to set priorities and manage time effectively. • Teamwork and ability to work under pressure. • Strong interpersonal communication. • Proficiency in English and Spanish (written and verbal). • Knowledge of Microsoft Office (Word, Outlook, PowerPoint, Excel, Access). • Familiarity with general office equipment. • Experience utilizing Microsoft Office products (MS Word, Excel, and Outlook). • Bilingual (writing, conversational and reading comprehension in English and Spanish). CERTIFICATIONS/ LICENSES/ PROFESSIONAL AFFILIATIONS • Not applicable to this position. WORKING CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. • The noise level in the work environment is usually moderate. • Will operate a computer, copier and other modern office equipment. • The employee generally works indoors in an office. • Ability to work in a fast-paced environment with flexible hours, including evenings or weekends for content production or events. • Occasional offsite visits may be required, as requested by the organization. PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. • Ability to sit for extended periods while working on a computer and managing various projects. • Regular use of hands and fingers for typing, digital navigation, and handling office equipment. • Occasional lifting and carrying of production equipment, such as cameras and lighting, typically up to 25 pounds. • Strong visual and auditory skills are essential to assess multimedia content quality during production and editing processes.If you thrive in an environment that fosters growth and collaboration with motivated, enthusiastic high achievers, you'll find a fulfilling career with us!Grupo Ferré Rangel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, or veteran status. We encourage applications from individuals of all backgrounds.LinkActiv Group¡Nada mejor que trabajar en un lugar donde todos realmente CREEN en su propósito!Nuestra misión es aportar pasión y atención al cliente en cada paso del camino.La posición Customer Engagement Rep II es Full time y Regular.MAIN RESPONSABILITIES • 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. • May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document. QUALIFICATIONS • 60 college credits or more, equivalent to 2 years or more of university-level studies. • Minimum of one (1) year in customer service. KNOWLEDGE, SKILLS AND ABILITIES • Demonstrate empathy and kindness in customer interactions. • Identify needs and offer appropriate solutions. • Register and follow up on cases in line with defined procedures. • Communicate service availability and eligibility to clients. • Maintain up-to-date records in the database. • Excellent organizational and leadership skills. • Ability to set priorities and manage time effectively. • Teamwork and ability to work under pressure. • Strong interpersonal communication. • Proficiency in English and Spanish (written and verbal). • Knowledge of Microsoft Office (Word, Outlook, PowerPoint, Excel, Access). • Familiarity with general office equipment. • Experience utilizing Microsoft Office products (MS Word, Excel, and Outlook). • Bilingual (writing, conversational and reading comprehension in English and Spanish). CERTIFICATIONS/ LICENSES/ PROFESSIONAL AFFILIATIONS • Not applicable to this position. WORKING CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. • The noise level in the work environment is usually moderate. • Will operate a computer, copier and other modern office equipment. • The employee generally works indoors in an office. • Ability to work in a fast-paced environment with flexible hours, including evenings or weekends for content production or events. • Occasional offsite visits may be required, as requested by the organization. PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. • Ability to sit for extended periods while working on a computer and managing various projects. • Regular use of hands and fingers for typing, digital navigation, and handling office equipment. • Occasional lifting and carrying of production equipment, such as cameras and lighting, typically up to 25 pounds. • Strong visual and auditory skills are essential to assess multimedia content quality during production and editing processes.Si disfrutas de un ambiente que promueve el crecimiento y la colaboración con personas motivadas, entusiastas y comprometidas con el éxito, ¡tenemos la carrera ideal para ti!Grupo Ferré Rangel de ser un Patrono con Igualdad de Oportunidades de Empleo. No discriminamos por raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, edad, discapacidad, información genética u otro estado o característica protegida por las leyes federales, estatales o locales. Todos los solicitantes calificados serán considerados para empleo sin importar estas características. Animamos a personas de todos los orígenes y experiencias a postularse. Si necesitas asistencia o acomodos razonables debido a una discapacidad, por favor contáctanos en [e-mail].