Bilingual (Spanish) Customer Service Representative - SourceNow

Bilingual (Spanish) Customer Service Representative

Job Summary:

The Customer Service and Support representative is responsible for answering phones, providing excellent customer service, troubleshooting issues, and resolving customer inquiries through various communication channels, including phone, email, and chat. A primary function will be to field incoming queries from potential customers of SourceNow, and route them to the sales team. The role involves addressing customer concerns, guiding them through troubleshooting steps, and escalating issues when necessary. The representative will act as a primary point of contact, and a ‘front of house’ to ensure customer satisfaction and maintain a positive brand image.

Key Responsibilities:

Answer SourceNow’s 1-800 phone number during normal business hours to ensure each caller (particularly potential future customers) get a live response, and are helped, or directed to the person that can help.

This person will:

1. Identify what type of person is contacting us
2. Current Client
3. Potential Client
4. Current Supplier Partner
5. Potential Partner Supplier
6. Current Temporary Employee (SourceNow Associate)
7. SourceNow Applicant
8. Properly Identify the reason for the call
9. Provide the response, or route the call to the person within SourceNow that can provide the response or the Support

This person will work across SourceNow systems and departments, but will primarily use:

1. Ringover – centralized phone system
2. Hubspot – centralized Customer Relationship Management and Sales/Marketing Tool
3. Avionte – Internal Applicant Tracking System
4. SourceNow VMS (SN1) – SourceNow’s primary software product for end users

Respond to various customer inquiries via phone, email, or live chat promptly and professionally.

Provide accurate information and solutions to customer issues, troubleshooting technical and non-technical problems.

Escalate unresolved issues to higher-level support or relevant departments, following appropriate procedures.

Document customer interactions, issues, and resolutions in the help desk ticketing system.

Follow up with customers to ensure complete resolution and satisfaction.

Maintain a high level of customer empathy and patience while handling difficult or upset customers.

Collaborate with other teams (such as product or technical teams) to resolve complex issues.

Stay updated on company products, services, policies, and procedures to provide accurate information.

Meet or exceed performance metrics, such as response times and customer satisfaction scores.

Identify patterns in customer inquiries and suggest improvements to company processes or products.

Skills and Qualifications:

For U.S. Based Worker – Bilingual Spanish/English highly preferred

Staffing Industry Experience or VMS/MSP Industry Experience not necessary

Energy, Positivity, Urgency and Positive Attitude are non-negotiable and they key core characteristics for the person in this job

Strong communication skills, both verbal and written.

Proficiency in using help desk software, CRM systems, and other relevant technology.

Ability to troubleshoot basic technical issues.

Patience, empathy, and problem-solving abilities.

Excellent time management and organizational skills.

Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Prior experience in customer service or a help desk environment is preferred.

Familiarity with common support systems and ticketing platforms is a plus.

Education:

High school diploma or equivalent (some roles may prefer an associate or bachelor's degree in a related field).