Customer Service Agent (Bilingual - English & Spanish)

Summary : Handle Customer contacts from different channels to provide and process information in response to inquiries, concerns and requests about products, services and general information from the different segments handled in the department. Creates performance reports and provides mentoring to new agents or agents that have been recently trained in a new segment. Take payments for Customers to place orders at a store or the website.

Responsibilities :

Handle Customer contacts from different channels (telephone, e-mail, chat) identifying their concerns and responding promptly to their inquiries

Follows up on Customer interactions via e-mail, telephone or chat with other departments / teams and outside vendors / third parties. Feeds ticketing systems to record Customer interactions and transactions. Attend trainings, meetings and mentorings to maintain knowledge updated and receive feedback

Create performance reports and provides mentorings and feedback to new agents or agents that have been recently trained in a new segment. Process orders, rebates, complaints

Requirements :

Bilingual English-Spanish.

A high school diploma or equivalent (G.E.D.), may include specialized or vocational courses.

Area of study : Customer Service

Years of experience : One to two years

Type of experience : Customer Service, Call Center knowledge, AutoZone Culture

Special certifications or technical skills : Communication skills - verbal and written, bilingual, basic computer software

Other / preferred : Self-direction.