Job Description

• Job Position: Customer Support Representative (Bilingual)

• Job Location: Toledo Ohio 43659

• Pay rate: 20.00$/HR

• Shift Timing: 8am – 6Pm

Required to attend ~ 4 week instructor led training Monday through Friday in the office.

Hybrid Schedule: In Office: Tuesday, Wednesday, and Thursdays - After training

** Mexican and Puerto Rican spanish dialects work really well in this role. Candidate must have some type of customer service experience.

Purpose of the Job

The Call Center Agent serves as the first point of contact for addressing direct and indirect customer inquiries regarding products and services. This role is responsible for ensuring that all customer interactions are handled professionally, in a manner that aligns with standards and delivers mutual benefit.

Job Responsibilities

• Deliver high-quality service to both internal and external customers.

• Manage incoming calls, emails, and web inquiries related to products and warranties.

• Provide timely and professional responses to all customer inquiries.

• Accurately document all interactions and relevant information in systems.

• Guide customers through website navigation, warranty claims, claim statuses, and product information.

• Promote brand by advising customers about new products and programs.

• Conduct follow-up communication with customers as needed.

Key Performance Metrics

• Call quality score

• Customer feedback

• Accuracy of information entered

• Adherence to work schedule

• Attendance

Job Requirements

Minimum Qualifications

• High School Diploma or equivalent (Associate’s or Bachelor’s Degree preferred)

• At least 1 year of experience in a customer-facing role

Experience

• 1–3 years of customer service experience

• Previous experience in a team-based environment

• Ability to work independently with minimal supervision

• Experience in building materials (preferred)

Knowledge, Skills & Abilities

• Strong oral and written communication skills

• Proficient typing and data entry skills

• General business acumen

• Proficient with Microsoft Office Suite (Outlook, Word, Excel)

• Ability to identify customer needs, resolve issues systematically, and exercise sound judgment

• Strong customer service orientation with planning and organizational skills

• High attention to detail and ability to manage multiple tasks simultaneously

• Resilience in a fast-paced, dynamic environment

• Self-motivated with strong accountability

• Adaptable and quick to learn

• Naturally inquisitive and curious

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