QUALIFICATIONS AND JOB DESCRIPTION

At Real Star we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. 

We’re looking for a highly skilled Conversion and Retention Agent to join our team and handle outbound phone calls, email requests using a friendly, helpful approach.

The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. This person should also have experience in sales, as the opportunity may arise to promote company services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner.

Objectives of this role

• Manage outbound calls, emails, and chats with knowledge and efficiency
• Identify and address customer needs, with a goal of total satisfaction
• Provide expert answers to questions about our services
• Meet customer-service department sales targets, generating leads when opportunities arise

Responsibilities

• Build expert, dynamic knowledge of the company’s services
• Conduct research with available resources to satisfy customer inquiries
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
• Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties

Required skills and qualifications

• Advanced level of Spanish
• Strong communication skills, including active listening and clear articulation
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to multitask, manage time, and prioritize
• Ability to work individually and as a team member

Preferred skills and qualifications

• Experience in sales
• Experience in a call-center environment
• Proven track record of meeting or exceeding sales quotas