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Bilingual Customer Support Representative
iHeartMedia
New York, NY, United States
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Job Summary:
We are seeking a highly intelligent, technical and ambitious individual with a proven track record for excellence to join our Customer Operations family. The successful individual will be a self-starter with the passion and drive to help others. You are 100% customer focused, and dedicated to solving problems, all in service to the customer.
We are seeking a highly intelligent, technical and ambitious individual with a proven track record for excellence to join our Customer Operations family. The successful individual will be a self-starter with the passion and drive to help others. You are 100% customer focused, and dedicated to solving problems, all in service to the customer.
Responsibilities:
• Deliver above and beyond customer service to our listeners through phone, email, social, app stores
• Champion the needs of the customer by successfully identifying trending issues and feature requests and effectively communicating these with our Product, Engineering, and Marketing teams
• Maintain expert knowledge of iHeartRadio products and services
• Update public and internal facing help knowledgebases
• Work directly with the Director of Customer Operations to continuously identify and optimize support processes to both improve the customer experience and increase support efficiency
Required Qualifications & Skills:
• Proven experience working directly for a mobile carrier / telecom leader in a customer support capacity
• Bilingual English Spanish
• Minimum 3-years (preferred) customer service experience in email and phone
• Exceptional technical support and troubleshooting skills in Windows/Mac desktop browsers, Mobile (iOS or Android) and exposure to Home Entertainment platforms (Amazon Echo, Google Home, Smart TVs, Roku, etc.)
• Excellent verbal and written communication skills, including great listening skills and a strong phone presence
• Problem-solver with proven analytical and critical thinking skills
• Must be self-motivated and possess impeccable time management, organizational, and follow through skills. You will often work on small projects while balancing your everyday workload
• Experience managing projects and concurrent priorities a plus
• An understanding of what makes for great customer support and advocacy with a focus on consistently achieving outstanding customer satisfaction
Education:
• Bachelor's degree preferred