Customer Care Representative (Bilingual)

Glen Raven, NC - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Department:

Customer Service

Job Summary

Trivantage a division of Glen Raven is recruiting for a Customer Care Representative. As a Customer Care Representative you are a frontline contact for customers and a key member of our Customer Experience (CX) team. You play a critical role in shaping how customers experience Trivantage across multiple channels including phone email and chat.

This role requires a bilingual representative fluent in both English and Spanish and is scheduled to work between the hours of 7:30 a.m. and 4:30 p.m. Pacific Time.
Your primary responsibility is to deliver easy exceptional and reliable service to customers who contact us to place orders inquire about existing orders or request product information. You do this by combining empathy patience product knowledge and clear communication with the understanding that every interaction represents a potential long-term relationship.

Customer Care Representatives partner closely with Sales Supply Chain and CX leadership to ensure our service is consistent accurate and aligned with Trivantages brand promise and customer experience standards.

**** This is a remote role****

The Salary range is $39000- $49000

*****This role requires a bilingual representative fluent in both English and Spanish and is scheduled to work between the hours of 7:30 a.m. and 4:30 p.m. Pacific Time.

Responsibilities:

Respond to customer inquiries via phone email and other supported channels in a timely and professional manner.
Provide accurate information regarding products pricing availability policies and procedures.
Resolve routine customer issues and questions on the first contact whenever possible.
Document customer interactions orders and issues accurately in internal systems.
Maintain a positive professional demeanor during all customer interactions.
Identify issues that require escalation and route them to the appropriate internal teams.
Follow up on open issues to ensure timely resolution and customer satisfaction.
Apply problemâsolving skills to balance customer needs with company policies.
Represent the voice of the customer by sharing recurring feedback or concerns with leadership.
Maintain knowledge of products systems and procedures through ongoing learning.
Support team coverage needs and assist during highâvolume periods.
Advise customers of delivery expectations noting time in transit and expected delivery.
Administer new customer set-ups.
Communicate with distribution centers for change orders or returns.
Work closely with Supply Chain to provide customer with ETAs on backorders or special-order items.
Create Request for Quote for non-stocked items.

Education and Experience:

Associates degree or equivalent education and related training
1 year of experience in customer service or related field with direct interaction with customer is preferred
High attention to detail
Excellent written and verbal communication skills
Time Management
Ability to work in a team environment

Why Glen Raven:â

At Glen Raven we embrace the strength that comes from a diverse and inclusive mindset. Joining our team means becoming an integral part of a dedicated group weaving connections across the globe and representing trusted textile brands such as Sunbrella.â Every day we strive for and welcome diverse perspectives solutions-driven ideas and innovative opportunities for continued growth throughout the company. We work toward a shared success while lifting each other up on the job and in our communities. Together we keep the world spinning. Join our team. Connect people and drive innovation beyond the boundaries of Glen Raven.â

What you can expect from working at Glen Raven.â

Benefits Your total well-being is addition to competitive health coverage short- and long-term disability insurance vision dental and plan choices we also offer telehealth visits or on-site health clinics at many locations. We also have a comprehensive wellness program that includes wellness events health education and mental health resources. We offer competitive PTO and holiday schedules to allow for personal time. â
Future Financial security No matter where you are in your career at some point everyone winds down. Well help you make it happen when youre ready to retire. We offer both a company funded pension and matching 401(k) our investment in you and your complete future.ââ
Perks From on-site fitness centers or discounted gym memberships to catered associate events many perks come with the job. We celebrate and reward you for hard work any chance we can.ââ
Inclusion We have teams of problem solvers with diverse voices. Every day we get after it to innovate and find solutions for a better tomorrow at home and around the world.â
Fair pay Direct compensation that is fair and competitive with the market. Your success is our success.â

âEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities

Glen Raven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to & .

Required Experience:

Unclear Seniority