Bilingual Customer Care Specialist

About the position As a Bilingual Customer Care Specialist who is fluent in both English and Spanish, in Birmingham HQ, you will provide top-tier support via call, chat and email to our Spanish-speaking Members, Shoppers, Retailers and Partners. As a member of our team, you will play a vital role in ensuring that we provide exceptional customer service experiences to our users. You will be responsible for duties of a traditional support team member (at times); including calls, chats and email as determined by the needs of the business. You will uphold call, chat, and email SLAs and manage outbound call request on slack channels providing 55% internal communication (Shipt HQ/Shoppers) and 45% external communication (customer, retail partner escalations). You may also be used to support new innovation initiatives (small and large scale) as needed (example: Specialized Customer Support provides the support to the general operations team initiatives including Partner and Retailer Support, Driven, Member and Shopper Support, and Market Optimization) While no two days are the same you will deliver on established goals and objectives of the team's core responsibilities. You will serve as an expert in the following functions: Partner/Retailer Calls and Chats, Outbound Communication, Support emails, Member Feedback Surveys, Shopper Pay emails, Shopper Account Verification and other determined areas requiring Bilingual support. You will advocate for our Spanish cohort of Members, Shoppers, Retailers and Partners and work alongside leaders to identify process improvements for our Spanish speaking customers. You will in addition provide relief and support for teams throughout Shipt (different than that of a Support Specialist), including Operations, Experience Team, and Partner Success.

Responsibilities

• Provide top-tier support via call, chat and email to Spanish-speaking Members, Shoppers, Retailers and Partners.
• Uphold call, chat, and email SLAs.
• Manage outbound call requests on slack channels.
• Support new innovation initiatives as needed.
• Serve as an expert in Partner/Retailer Calls and Chats, Outbound Communication, Support emails, Member Feedback Surveys, Shopper Pay emails, Shopper Account Verification and other areas requiring Bilingual support.
• Advocate for Spanish cohort of Members, Shoppers, Retailers and Partners.
• Work alongside leaders to identify process improvements for Spanish speaking customers.
• Provide relief and support for teams throughout Shipt, including Operations, Experience Team, and Partner Success.

Requirements

• Excellent verbal and written communications skills required in both English and Spanish.
• Bilingual and able to read, write and speak Spanish proficiently.
• 6+ months previous call center experience, or 6+ months telephonic sales support experience.
• Previous customer support experience.
• Comfortable conversing in Spanish ~75% of the time via voice, chat, and email.
• Schedule flexibility - team members will be required to work varying schedules depending on business need. Scheduled shifts fluctuate from as early as 7am start times, and as late as 10pm end times. Weekend work is also expected.
• Full-time, 40 hour workweek position.
• Strong communication skills and the ability to multitask.
• Detail oriented and able to work effectively with minimal oversight.
• Adaptable and able to navigate change effectively.
• Flexible and willing to work a variety of shifts based on business needs.
• Call Center, Customer Service, Multitasking, Spanish Language, Written Communication.

Nice-to-haves

• Bachelor's Degree preferred.

Benefits

• Medical, dental, vision and more.
• Company’s 401k plan.
• Discretionary vacation for exempt team members.
• Paid holidays throughout the calendar year.
• Paid sick leave.
• Eligibility for an annual bonus.
• Potential for restricted stock units based on role.