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Position Summary:
The Bilingual Customer Service Representative will provide customer support through email, chat, and phone communication, as well as handle order entry tasks. This role ensures timely and accurate responses to internal and external inquiries, adhering to the core customer experience philosophies. The position includes managing daily, weekly, and monthly responsibilities, while continuously seeking opportunities to improve customer experiences.

Position Responsibilities:
1. Provide customer support in both English and Spanish via phone, chat, and email.
2. Record customer interactions, including inquiries, complaints, comments, and actions taken, to support department improvements.
3. Proactively seek ways to enhance interactions with internal and external customers.
4. Adhere to HIPAA and FERPA compliance requirements in all customer interactions.
5. Perform data entry for purchase orders from various sources, including email, phone, fax, mail, and web orders.
6. Conduct ongoing testing for business systems including ERP, Salesforce, and other customer experience applications.
7. Collaborate with cross-functional teams to resolve customer issues, enhance the overall customer experience, and provide additional support.
8. Perform other duties as assigned by the manager.

Core Competencies, Skills & Abilities:
1. Excellent written and verbal communication skills in English and Spanish.
2. Ability to actively engage and work effectively within cross-functional teams.
3. Strong problem analysis and resolution skills.
4. Self-motivated, with the ability to work independently and as part of a team.
5. Capable of multitasking under pressure, efficiently and accurately.
6. Adaptability to a fast-paced and evolving environment.
7. Proficiency in data entry and/or account management.

Position Requirements:

Education & Experience:
- High school diploma required; post-secondary degree preferred but not mandatory.
- Relevant experience may be considered in lieu of educational requirements.

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