Customer Care Representative (Bilingual - Spanish & English)

Customer Care Representative (Bilingual - Spanish & English)

The Customer Care Representative (Bilingual - Spanish & English) will be responsible for responding to internal and external customer inquiries via phone and email and resolve issues within department standards and goals. They will be responsible to contribute to company revenue by consistently meeting productivity and quality standards.

Essential Duties and Responsibilities

• Answers inbound customer calls and emails related to placing orders, order status, product information, or pricing.
• Regularly monitors emails and ensures department goals are met while providing exceptional customer service.
• Processes customer orders and complaints in ERP system (Oracle) promptly and accurately.
• Proactively informs leadership of any foreseen issues or challenges.
• Effectively collaborates with multiple departments such as logistics, trade compliance, regulatory affairs, supply chain, and sales when needed to resolve customer issues.
• Create and maintain customer accounts.
• Attends, understands, and actively participates in daily department Key Performance Indicator (KPI) meetings.
• Meets individual metric standards such as monthly goals, available / ready phone time, inbound talk time, and service levels.
• Resolves technical issues over the phone and prepares Return Merchandise Authorizations (RMA) as needed.
• Recommends specific products to proactively close phone sales.
• Participate in continuous improvement activities under the Envista Business System (EBS) to contribute to a high-performing team while meeting customer satisfaction.
• Complete annual compliance trainings via computer.
• Attends required department trainings on and offsite when needed.
• Follows company policies and procedures including quality and safety.

Incidental Duties : The above statements describe the general nature and level of work being performed in this job. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management.

Job Requirements

Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to function in a fast-paced environment, where priorities may change rapidly. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience : High school diploma or equivalent required. Minimum of 1-year relevant customer service work experience required. Experience providing customer service to international customers, highly preferred.

Skills and Abilities

Physical Demands

Target Market Salary Range : $17.20 - $23.30 per hour. Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical / dental / vision benefits, 401K match, and / or other applicable compensation plans.

Operating Company : Orascoptic

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.