Bilingual Customer Care Specialist

Name of Person to Contact: Emely Pickett

Name of Company/Business: Shipt

Employer Email: emely@shipt.com

Job Description: As a Bilingual Customer Care Specialist who is fluent in both English and Spanish, in Birmingham HQ, you will provide top-tier support via call, chat and email to our Spanish-speaking Members, Shoppers, Retailers and Partners. As a member of our team, you will play a vital role in ensuring that we provide exceptional customer service experiences to our users. You will be responsible for duties of a traditional support team member (at times); including calls, chats and email as determined by the needs of the business. You will uphold call, chat, and email SLAs and manage outbound call request on slack channels providing 55% internal communication (Shipt HQ/Shoppers) and 45% external communication (customer, retail partner escalations). You may also be used to support new innovation initiatives (small and large scale) as needed (example: Specialized Customer Support provides the support to the general operations team initiatives including Partner and Retailer Support, Driven, Member and Shopper Support, and Market Optimization)

While no two days are the same you will deliver on established goals and objectives of the team's core responsibilities. You will serve as an expert in the following functions: Partner/Retailer Calls and Chats, Outbound Communication, Support emails, Member Feedback Surveys, Shopper Pay emails, Shopper Account Verification and other determined areas requiring Bilingual support. You will advocate for our Spanish cohort of Members, Shoppers, Retailers and Partners and work alongside leaders to identify process improvements for our Spanish speaking customers. You will in addition provide relief and support for teams throughout Shipt (different than that of a Support Specialist), including Operations, Experience Team, and Partner Success.

What You’ll Need To Be Successful
-You have excellent verbal and written communications skills required in both English and Spanish
You are bilingual and able to read, write and speak Spanish proficiently
-You have 6+ months previous call center experience, or 6+ months telephonic sales support experience
-You have previous customer support experience (Bachelor's Degree not required, but preferred)
-You must be comfortable conversing in Spanish ~75% of the time via voice, chat, and email
-You have schedule flexibility - team members will be required to work varying schedules depending on business need. Scheduled shifts fluctuate from as early as 7am start times, and as late as 10pm end times. Weekend work is also expected. This is a full-time, 40 hour workweek position.
-You have strong communication skills and the ability to multitask
-You are detail oriented and able to work effectively with minimal oversight
-You are adaptable and able to navigate change effectively

Salary / Hourly Wage: $23.50