Customer Service Representative

AspenView Technology Partners; San Juan (PR); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive base

Benefits & wellness support

Hybrid/remote/in-office options

Growth opportunities and leadership

Inclusive, people-first culture

Job summary

AspenView Technology Partners is seeking a Customer Service Representative to handle real-time Video Chat support for customers shopping in retail store locations. This in-office role in Puerto Rico requires a friendly, responsive professional who can manage calls, guidance on products, and seamless information flow.

The ideal candidate thrives in a fast-paced environment, delivering empathetic, solution-focused service in line with U.S. customer experience standards.

Qualifications

• Bilingual English/Spanish required, excellent communication skills.
• 1–3 years of experience in retail, e-commerce, or customer support.
• Comfortable with video conferencing and common devices.

Responsibilities

• Answer incoming Video Chat calls from in-store customers in a timely, professional manner.
• Greet customers, identify needs, and provide personalized assistance.
• Provide accurate product information and consultative recommendations.
• Guide customers through inventory, promotions, and loyalty programs.
• Explain returns, exchanges, refunds, and warranty policies.
• Troubleshoot product issues and escalate complex problems to management.
• Maintain accurate documentation and customer records.
• Comply with security, confidentiality, and compliance requirements.

Skills

Bilingual English/Spanish

Retail/Customer service

Video conferencing

Tools

Video Chat platforms

Job description

Build the Future with AspenView Technology Partners

At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently. As we continue to grow, we’re looking for exceptional people to join our team and help drive impactful change across industries.

Customer Service Representative

Build the Future with AspenView Technology Partners At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently. As we continue to grow, we’re looking for exceptional people to join our team and help drive impactful change across industries.

Why Join AspenView?

At AspenView, we’re more than a nearshore IT partner- we’re a people-first, purpose-driven company that believes great culture drives great outcomes. We’re passionate about connecting talent and technology to deliver measurable value for clients-and meaningful career paths for our people.

• Competitive base
• Comprehensive benefits and wellness support
• Flexible work model: hybrid, remote, or in-office
• Real growth opportunities and leadership visibility
• Inclusive, respectful culture that blends U.S. innovation with Colombian heart
• A company that listens, invests in you, and celebrates wins together

About The Role

We are seeking Customer Service Professionals (Pros) to provide real-time Video Chat support to customers shopping in retail store locations. This is a customer-facing, technology-enabled role that combines excellent communication skills with product knowledge to deliver personalized shopping experiences. Successful Pros will be the face of our brand, helping customers make confident purchasing decisions while managing video calls professionally and efficiently.

The ideal candidate thrives in a fast-paced, high-volume retail setting and delivers responsive, empathetic, and resolution-oriented service aligned with U.S. customer experience standards.

What you will do

• Answer incoming Video Chat calls from in-store customers in a timely and professional manner.
• Greet customers warmly, identify their needs, and provide personalized assistance.
• Provide accurate, detailed product information and consultative recommendations based on customer preferences and needs.
• Guide customers through available inventory, options, and inform them about current promotions, discounts, and loyalty programs.
• Address customer questions, concerns, explain returns, exchanges, refunds, and warranty policies.
• Troubleshoot product-related problems and elevate complex issues to management while maintaining customer satisfaction.
• Manage required documentation and customer records accurately.
• Comply with all security, confidentiality, and compliance requirements.

What you bring

• Bilingual English/Spanish.
• 1-3 years of experience in retail, e-commerce, or high-volume customer support.
• Comfortable with video conferencing, basic technology, computers, and tablets.
• Excellent verbal communication and listening skills with a clear, friendly, and professional speaking voice.
• Experience supporting U.S.-based customers preferred.
• Strong attendance record, punctuality, and commitment to goals.
• Patient, empathetic approach to customer interactions with problem-solving and conflict resolution abilities.

Nice to have

• Experience in specialized retail (fashion, electronics, home goods, etc.).
• Sales or consultative selling background.
• Experience with Video Chat, FaceTime, Zoom, or other video conferencing platforms.
• Bilingual or multilingual abilities.

Work Environment & Expectations

• Flexibility to work scheduled shifts, including evenings, weekends, peak retail hours, and holiday periods.
• Ability to sit for extended periods at a workstation and comfortably maintain eye contact with the camera for video calls.

Work Environment

• 100% In-office based role in Puerto Rico.
• Aligned to U.S. retail business hours (including evenings/weekends as needed).

Equal Opportunity Employer

AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.

Visa Sponsorship

AspenView does not sponsor employment visas for this role. Applicants must be permanently authorized to work in their country of residence and must not require visa sponsorship now or in the future.

Equal Opportunity Employer

AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.