Customer Service Supervisor (Bilingual in Spanish and English)

As a Remote Customer Service Supervisor, you'll play a vital role in supporting our business by upholding excellent Kafene-quality service standards and ensuring high levels of customer satisfaction.

Leading the remote customer service team members based in Puerto Rico, you'll deliver top-notch customer care through effective leadership techniques and problem-solving methods.

This role requires adaptability, coachability, and experience in managing multiple systems simultaneously with meticulous attention to detail.

The Customer Service Supervisor is expected to maintain a strong working knowledge of industry standards, practices, and our company's products and services.

What You'll Do:

Lead and manage a small team of service members, fostering productivity and maintaining a positive work environment, while also delegating tasks, closely monitoring progress, and promptly addressing customer complaints to minimize recurring issues.

Maintain a comprehensive understanding of Kafene's procedures, policies, and any changes, and actively contribute to employee training initiatives, ensuring all team members are equipped with the necessary knowledge and skills to excel in their roles.

Demonstrate effective communication skills both online and over the phone, providing accurate and thorough information to customers, and utilizing appropriate tools and methods such as scripts or templates when necessary to ensure consistent quality service.

Effectively manage timecards, schedules, and holiday arrangements, while also conducting regular audits of work to uphold the company's high standards and meet performance goals.

Play a key role in setting and monitoring performance metrics for the service department, actively contributing to the team's success by tracking progress and working towards achieving targets.

Handle a variety of customer inquiries and issues, including troubleshooting, processing payments, and ensuring satisfactory resolution, thereby contributing to overall customer satisfaction and retention.

Stay informed about industry regulations, restrictions, and innovations, proactively ensuring compliance with all relevant laws and standards, and adapting to changes as necessary to maintain the company's competitive edge.

Continuously strive for improvement and excellence in all aspects of the role, actively seeking out opportunities for professional development and growth, and contributing valuable insights and recommendations to enhance departmental efficiency and effectiveness.

Who You Are:

You possess bilingual proficiency in Spanish, which is required for this role.

You have reliable internet access for this remote position.

You have a track record in customer support, preferably within the Rent-to-Own industry.

Your strong phone skills and active listening abilities make you effective in engaging with customers.

You communicate clearly and confidently, with an added bonus if you're bilingual.

You're skilled at multitasking and managing your time efficiently.

A high school diploma or equivalent is required, with a college degree being preferred.

Compensation and Benefits:

Base salary ranges from GTQ 3,000 to GTQ 6,000 per month.

Healthcare: We prioritize your well-being by covering 80% of medical, dental, and vision insurance costs. Additionally, we contribute 75% of the premium for your spouse and/or dependents.

Retirement Benefits: Begin planning for your future from day one with our 401k plan.

Paid Time Off: We understand the importance of work-life balance. That's why we offer flexible paid time off days starting from day one of your employment.

Full-time