Bilingual Support Specialist

Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative  solutions for real-time challenges; ensure high-quality customer service and issue resolution for  Runners, customers and merchants.  

Remain active in primary queues throughout the work day; consistently meet or exceed set targets  and metrics.  

Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure  complex support issues are resolved with professionalism.  

Overcome common challenges (customer frustration, customer pushback, emotional impact,  dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.

Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed. 

Fluency in both Spanish and English  

Excellent written and verbal communication skills with demonstrated ability to communicate via  phone, chat and email (both internally and externally) and to type 40+ WPM  

Excellent time management skills and ability to maximize the number of clients that can be assisted  while maintaining a high level of quality and customer service  

Detail oriented with ability to spot developing issues before they intensify  

Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid  system during Favor's support operating hours  

Familiarity with Salesforce or similar contact center tools a plus 

Sit for an extended period of time  

Hand / Finger dexterity  

Lift 20 lbs or more on an occasional basis  

Work extended hours and/or rotating schedules  

A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25)  Mbps for remote work