SMS Assist is hiring Operations Specialist & Customer Service Representative that are fluent in Spanish! These Customer Service Representatives must be able to speak Spanish and English fluently.

As an Entry Level Operations Specialist & Customer Service Representative you will consult with our Clients about their maintenance and repair needs. You will handle requests (work orders), ensuring that our Affiliates are executing the necessary services, and you will accurately enter all information into our database. We have a goal to achieve the highest level of customer satisfaction and that relates directly to our Operations Specialists, Customer Service Representatives and overall customer service team.

SMS Assist has grown rapidly over the past few years and our team continues to grow as we do. In this role, you will see the impact of your work and will have the ability to network with leaders of SMS Assist. In addition, our Operations Specialist & Customer Service Representative are provided extensive training and development for further career growth. As an entry-level role our Operations Specialist & Customer Service Representative position is a fit for someone with a passion for service and empathy for our Clients and Affiliates. For this role in particular, you must be bi-lingual in Spanish and English.

Job Responsibilities and Activities of the Bilingual Operations Specialist

• Develop and maintain positive customer relations required to ensure superior customer satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments to follow up with customer/affiliate inquires
• Identify, research, and resolve customer issues using the company’s web-based systems and databases
• Source new affiliates to perform required services, as needed
• Resolve or escalate all disputes or un-satisfied service confirmations
• Remain on the queue and address all requests 
• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
• Enter information into our database and ensure consistency and accuracy
• Manage the scheduling and completion of all services assigned by customers
• Spend time on the queue and handling customer questions
• Role model and demonstrate professionalism in communication, relationship development, customer service, etc.
• Shift flexibility may be required
• Other duties/special projects, as directed

Qualifications and Education Requirements of the Bilingual Operations Specialist:

• Associate’s Degree or equivalent work experience
• Strong written and verbal communication skills
• Strong Microsoft product skills, very strong Excel skills and a facility for numbers – understand how to manage a spread sheet
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity
• Fluent in both English and Spanish
• Customer Service experience with a passion for people