Sr Customer Support Representative - Bilingual Spanish/English

The Vetify Fulfillment Rep (Sr Customer Support Rep) will assist Connect Cloud end-users maximize the use and value of the application. Vetify Fulfillment supports both the Connect application and the underlying compliance and qualification business process. End-user entry points into Avetta Customer Service include, phone, chat, web tickets and end-user self-service. The work performed by a Vetify Fulfillment rep is fast paced, challenging and rewarding work assisting Avetta customers realize full value from Avetta Cloud applications. Avetta Vetify fulfillment provides a career progression that allows high performers to quickly achieve promotions and salary/bonus increases based on learning and achievement of exemplary Customer Satisfaction.

This position requires being fluent in both Spanish and English. After the initial 4 week training period in office, this role would offer a hybrid work schedule in our Houston, Lehi, or Calgary office (3 days in office, 2 days work from home).

RESPONSIBILITIES:

• Help end-users navigate the Avetta Cloud application
• Assist end-uses in making payment of their Membership Fees
• Verify technical documents submitted by end-users
• Record details of inquiries, comments and complaints
• Communicate and coordinate with internal departments to resolve Customer requests
• Record end-user reported defects and product gaps
• Handle and resolve customer complaints when necessary
• Conduct all customer interactions in a manner that presents Avetta in a positive light.
• Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Avetta

MINIMUM QUALIFICATIONS:

• Superior communication skills – both written and oral
• Meticulous attention to detail
• Strong multi-task skills
• An aptitude for learning online software systems
• Excellent troubleshooting and problem-solving skills
• Working knowledge of desktop productivity applications (Word, Excel, etc.)
• Passion/desire to help Customers
• Self-motivated
• Desire to learn both new technology and new business processes
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with

METRICS THAT MATTER:

• Green flag completion percentage
• Call and email count
• CSAT and NPS scores