Customer Engagement Rep II

Grupo Ferré Rangel; Guaynabo, Northern (PR, KY); Hybrid; USD 26,000 - 42,000; Full time

Job summary

Grupo Ferré Rangel in Puerto Rico seeks a bilingual customer service representative to guide customers, process service orders, and resolve issues. The role emphasizes empathy, accuracy, and strong communication in English and Spanish.

Candidates should have at least 60 college credits and one year of customer service experience, with proficiency in MS Office. The position offers a fast-paced environment and opportunities to grow within a long-standing, multi-generational company.

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.
• May perform other duties and responsibilities as assigned, in accordance with the education and experience requirements contained in this document.

Skills

Empathy

Problem solving

Communication

Bilingual EN/ES

MS Office

Data entry

Education

60 college credits or more

Tools

MS Office

Job description

LinkActiv Group It'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.

LinkActiv Group ¡Nada mejor que trabajar en un lugar donde todos realmente CREEN en su propósito!

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.

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].

MAIN 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.
• 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 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

• 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!

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 is a diversified, multi-generational, family-owned company committed to leading Puerto Rico, and the communities in which it operates, to a sustainable and prosperous future. Our Purpose: To enhance and enrich the lives of Puerto Ricans, and the communities we serve, every day and in every interaction. Our Legacy: +100 years of history, 8 industries, 4 generations Iron, Cement, Newspaper, Printing, Media, Real Estate, Customer Service, Energy. En Grupo Ferré Rangel, prosperamos gracias al gran talento que impulsa nuestro negocio hacia adelante. Estamos comprometidos a contratar al mejor talento y brindarles oportunidades para destacarse y potenciar sus habilidades. Después de explorar nuestras ofertas de empleo actuales, te invitamos a solicitar aquellas que mejor se alineen con tus habilidades. ¡Mantente al tanto de tu progreso y de nuevas vacantes que puedan interesarte! Gracias por considerar al Grupo Ferré Rangel. ¡Agradecemos tu interés! El Grupo Ferré Rangel es una empresa familiar, diversificada y multigeneracional, comprometida a llevar a Puerto Rico, y a las comunidades en las que opera, hacia un futuro sostenible y próspero. Nuestro Propósito: Mejorar y enriquecer la vida de los puertorriqueños, todos los días, y en cada interacción. Nuestro Legado: Más de 100 años de historia, 8 industrias, 4 generaciones Hierro, Cemento, Periódico, Imprenta, Medios, Bienes Raíces, Servicio al Cliente y Energía