Customer Service Associate I - Bilingual Spanish - Resource Label Group, Inc

StickerGiant is an E-Commerce business that manufactures high-quality stickers and labels, providing fast turnaround, and excellent customer service. Our mission is to create a good company to work for which leads to happy, healthy Giants. We are guided by our values; All In, Grow & Learn, Positive Energy. We value and embrace the diversity of identities, experiences, thoughts, needs, and approaches. We communicate frequently and transparently which allows our employees to see, experience, and take ownership of our shared success together.

The Customer Service Associate (CSA)  creates a one of a kind experience for customers by providing quick and outstanding service with a twist of their own unique style. You’re a resourceful person that fosters customer relationships with StickerGiant through providing solutions to their sticker and label needs. You love representing a brand through positive and fun interactions that bring our customers back again and again and again. 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide quick responses to customer inquiries via email, chat and phone
• Assist customers with questions related to all custom sticker and label products offered
• Offer suggestions for improved product matches to customer needs
• Resolve customer issues in real-time by working with the team to find fast solutions
• Understand artwork guidelines to give guidance to customers how we set up stickers and labels for print
• Ability to work autonomously and as part of a team environment
• Communicate with internal team and cross functionally to ensure a positive customer experience
• Communicate with customers about the StickerGiant.com ordering process and provide accurate information to ensure a positive customer experience from start to finish  

TIER LEVEL DUTIES & RESPONSIBILITIES CSA I

• Participate and successfully complete standard CS training
• Demonstrate basic knowledge of all products, pricing, and internal processes in order to support customers
• Demonstrate basic knowledge of all technology systems and tools such as Zendesk, Filemaker and Google suite
• Demonstrate basic knowledge of all standard operating procedures for handling customer orders
• Develop basic knowledge of the entire product manufacturing process
• Effectively handle multiple customer communication channels (phone, chat, email) simultaneously
• Provide outstanding customer service during each customer interaction
• Demonstrate basic methods for diffusing difficult customer situations

KNOWLEDGE, SKILLS, & ABILITIES

• Bilingual in English and Spanish, Required 
• 2-3 years of experience in customer-facing or similar customer service role
• Exceptional written and verbal skills; clear, concise, and grammatically correct
• Ability to multitask in a fast pace environment
• Excellent critical thinking skills
• Experience with customer service software such as ZenDesk or similar software
• Mac computer literate preferred 

EDUCATION AND FORMAL TRAINING

• High School Diploma/GED/Equivalent required
• B.S. degree preferred
• Formal customer service training or customer service certification preferred
• Bilingual in Spanish or other foreign language speaking a plus

PHYSICAL REQUIREMENTS

• This position requires the employee to remain in a seated or standing (we have sit/stand desks) position for prolonged hours. The workstation for this role is in an open cubicle/workspace area.
• The employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

POSITION SCHEDULE DETAILS

• Full-time, non-exempt position
• Customer Support is available to customers from 6:00 am - 6:00 pm MST. Schedules will reflect the current need of the team within these operating hours

BENEFITS & PERKS

• Pay range: $20 - $21 hourly 
• Core Benefits:
• Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage. 
• High-deductible health plan enrollees will receive an annual company contribution towards your HSA
• Life insurance and short-term disability insurance covered at 100%
• Voluntary benefits include accident & critical illness, long-term disability, identity theft insurance 
• Paid Time Off: 2 weeks vacation + holidays + floating holidays + sick days
• Paid Leave: Paid maternity leave for employees who qualify for FMLA, as well as parental leave
• 401(k): StickerGiant contributes 5% as follows: a guaranteed 3% contribution + additional match up to 2% of your contribution
• Bonus Program: Bonuses are provided based on achievement of annual financial goals for the company
• Professional Development: We provide opportunities for attending conferences, obtaining and/or renewing certifications, and participating in workshops and will tailor-make your career development plan with you

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leaves of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the Director of People+Culture