Bilingual Customer Support Representative

Our partner is looking for a Bilingual Customer Support Representative in Charlottesville, VA. The Bilingual Customer Support Representative (CSR) will act as a liaison, providing product/services information and resolving emerging problems that customers may face with accuracy, efficiency, and empathy.

Responsibilities

• Communicate with customers by phone, email, and chat to provide appropriate solutions and alternatives with follow-ups to ensure resolution.
• Keep records of customer interactions, process customer accounts, and analyze customers' needs.
• Speak to individuals in the education space in an effective and thorough manner.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Update and use a CRM database (e.g., Salesforce).
• Prepare a variety of professional documents for internal and external customers.
• Assist in logistics coordination for trainers conducting professional development training in the field.
• Coordinate material and equipment shipments to clients.
• Apply critical thinking and problem-solving skills.
• Support and manage both the internal and external knowledge base.
• Work closely with other departments to support organizational projects.
• Provide feedback to internal teams on products and services.
• Provide accurate, valid, and complete information using the right methods/tools.

Requirements

• Proficiency with word processing, spreadsheet, and database software (Microsoft Office Suite).
• Ability to work independently.
• Must be bilingual.
• Customer orientation and ability to quickly adapt and respond to different types of personalities.
• High standards of professionalism and confidentiality.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to develop and maintain effective working relationships with other departments, outside agencies, and the general public.
• Excellent oral and written communication skills.
• Comfortable working remotely and in an office setting.
• Familiarity with CRM (Salesforce) systems and practices.