CUSTOMER SUPPORT REPRESENTATIVE - Russell Tobin & Associates : Job Details

What are we looking for in our Customer Support Representative?

Job Title: Live Operations Specialist (Spanish Fluency Required)Location: RemoteEmployment Type: Temporary (Nov 11, 2024 Jan 6, 2025)Payrate: $19-21/hr

• Hours: 8 AM 6 PM (Eastern, Central, or Pacific time zones), Monday to Sunday.
• Start Date: November 11, 2024
• End Date: January 6, 2025

Russell Tobin is piloting a white-glove grocery delivery service and is seeking a Live Operations Specialist fluent in Spanish. As part of a small, dedicated team, you will ensure deliveries are completed with a 0% error rate. This role focuses on live operations, which involves proactive outreach to delivery drivers, troubleshooting issues in real-time, and ensuring exceptional service quality. You will be responsible for identifying trends, communicating improvements, and developing expertise in our client's products and systems.

• Proactively reach out to delivery drivers (dashers) to set clear expectations and instructions.
• Address ad-hoc dasher issues with empathy and urgency, providing real-time troubleshooting.
• Spearhead and execute workflows to meet exceptional service level agreements (SLAs).
• Identify operational trends and provide insights to improve internal processes.
• Develop deep expertise in product offerings, systems, and tools.
• Collaborate with a customer service-focused team to ensure the highest level of service quality.

• Education: Bachelors degree or equivalent work experience.
• Experience: 2+ years in a fast-paced customer service role, preferably in technology, hospitality, or grocery/convenience industries.
• Skills:
  • Fluency in both English and Spanish (spoken and written).
  • Strong problem-solving skills, with the ability to manage situations without predefined solutions.
  • Proficient in Google Sheets and other G-Suite tools.
  • Excellent communication skills, both formal and informal
  • Typing speed of at least 40 WPM.

• Experience with platforms like Slack, Atlassian, and Salesforce.
• Previous work in grocery, convenience, or related industries.
• Conversational proficiency in Spanish is a significant plus.

Benefits InfoPride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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Rate/Salary: $19-21/hr