VIPdesk Connect

The   Remote Bilingual Technical Customer Care Representative  (we call Brand Ambassador) is dedicated exclusively to the Owlet Care customer care program and provides customer and technical support for the award-winning company focused on infant wellbeing. Owlet’s innovative products include HD live-streaming monitors and the Smart Sock that tracks heart rate, oxygen levels, and sleep trends, alerting parents and caregivers via a connected base. Intelligent apps available on the iOS and Android platforms provide real-time notifications and historical data with insights into sleep behaviors and infant wellbeing. Bilingual (Spanish/English) Technical Customer Care Representatives are responsible for assisting customers via all channels (phone, chat, e-mail, SMS) while meeting metrics including quality and customer satisfaction using empathy as a way to engage and build rapport—communicating from the heart, as well as the head. The representative answers questions about products, policies, promotions, and provides general customer service resolution. The Bilingual Technical Customer Care Representative also provides technical support using passion and knowledge of the clients' brands to ensure an authentic and personal experience that promotes brand loyalty. The Remote Technical Customer Care Representative provides general customer service including order placement, order tracking, warranty returns, and product advice with a thoughtful, friendly, and empathetic tone. The position also troubleshoots and resolves customer issues including Wi-Fi connectivity, device setup, app setup, and configuration. The team member takes ownership of customer issues and follows through to solve problems while exercising patience and willingness to provide assistance for simple and complex inquiries with positive energy. This is a remote, work-at-home employment position.  Qualities of  Team Members: Dynamic Communicators   –With the voice of our client, team members provide responsive, accurate, and authentic interactions. While resolving technical issues, they simplify the complex, breaking it down to make understandable to those less tech savvy—and maybe even sleep deprived. Empathetic   – Our team members know how a message is conveyed is equally important as what is said. By putting themselves in a new parent’s shoes, they focus on the customer’s experience and connect, human-to-human. Knowledgeable   –Team Members are constantly working on improving skills. When new products are released and apps are updated, we enthusiastically learn how to support new features, functions, and integrations to confidently resolve customer issues. No matter what the issue, no matter how complex, we are problem solvers who welcome and lean into challenges. Essential Duties and Responsibilities   include the following. Other responsibilities may be assigned. Creates positive customer touchpoints using a friendly, respectful, and professional tone while exhibiting genuine empathy Accurately follows and complies with all client’s Health and Safety Policies Maintains discretion and confidentiality in all areas pertaining to data and proprietary information Provides customer assistance with device installation and app setup and configuration on both iOS and Android platforms Applies high-quality customer service guidelines, policies, and procedures Assess customer problems, troubleshoot, and confidently remedy issues including network connectivity and device configuration Escalates critical support issues following appropriate policies and procedures Retains and conveys deep knowledge and benefits of products and troubleshooting techniques Embraces the commitment to customer service and nourishes brand loyalty Meets or exceeds all program metrics as outlined in training and manuals (e.g., attendance, quality, sales) QUALIFICATIONS: Bilingual (Fluency) in Spanish and English HS Degree or equivalent required. Associate degree or some college preferred 2+ years customer service experience required, experience in a virtual contact center a plus 6+ months experience with problem-solving and complex troubleshooting in technical support or online Help Desk role Experience with troubleshooting apps on both iOS and Android platforms preferred Committed to providing excellent customer service and an elevated customer experience Ability to collaborate with team members, contribute ideas, opinions, and skills toward the achievement of common goals Excellent interpersonal skills; strong oral and written communication skills Polite, friendly, warm, and courteous phone demeanor Flexible, adaptable, and willing to take on new challenges Microsoft Office proficiency required Able to type at least 35 words per minute with minimal errors Technically savvy with the ability to pick up new technology, processes, and procedures quickly Strong comfort level and familiarity with desktop platforms and mobile devices Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred Ability to work well under pressure in a fast-paced environment, adapting easily to changing priorities Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency, and commitment to excellence Due to the home-based nature of this job, the Brand Ambassador is required to have a secure home-office environment, internet access, USB headset, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction Able to successfully pass a credit, criminal, and employment reference security checks where permissible by state and local regulations Currently reside in AZ, CO, FL, GA, IL, IN, MD, NC, NJ, NM, NV, OH, TN, TX, UT, VA, or WI

The Bilingual (Spanish/English) Customer Care Representative (Brand Ambassador) is a passionate customer care professional responsible for providing an authentic, world-class customer experience for our client’s customers via phone, email, and chat. While representing a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients, the Brand Ambassador assists customers with all aspects of customer service including order placement, facilitating returns and replacements, product inquiry and recommendations, general customer service assistance, and escalated issues across all product lines—cosmetics, skincare, and bath & body. The Bilingual (Spanish/English) Brand Ambassador utilizes a variety of resources and information to assist customers in a courteous and professional manner that supports and reinforces brand standards, always with a focus on providing best-in-class customer service. ESSENTIAL RESPONSIBILITIES   include the following: Convey energy, excitement, authenticity, and a deep appreciation for the mission and values of our client’s brand With the utmost professionalism, represent a growing and leading brand that is committed to providing luxurious high-quality, high-performance products without harmful ingredients  Utilizes proactive and intuitive techniques to increase customer experience by providing suggestions for products that match customer interests and needs Utilize multiple service channels (email, chat, phone, text, etc.) to provide an outstanding customer experience Ability to retain and convey thorough knowledge and benefits of the client’s products Confident and driven to find solutions to customers issues with the ability to probe for full understanding of customer needs Meets or exceeds all program metrics as outlined in training and manuals (e.g. attendance, quality, sales, etc.) Thrive in an environment with high performance standards Communicate with customers and exhibit genuine empathy Embrace the commitment to customer service and nourishes brand loyalty Ability to accurately document customer interaction details with limited errors Applies high-quality customer service guidelines while servicing customers Applies client and VIPdesk Connect policies as applicable whenever interacting with customers Other duties as assigned REQUIREMENTS: 3+ years of experience in Retail or Customer Care Fluent in both English and Spanish HS Diploma or equivalent required. Associates or Bachelor’s degree preferred Able to work weekends and holidays Able to work at a desk for scheduled shifts Experience and proven success in customer service Strong sense of urgency, demonstrates ownership, high energy, and team player Excellent interpersonal skills; strong oral and written communication skills Savviness and experience with technology is essential as multiple systems are in use Flexible, adaptable, and willing to take on new challenges Have experience with premium beauty brands, preferred Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence Genuine passion for beauty products including cosmetics and skincare Must have a home-office environment, internet connection, webcam, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time Currently reside in one of the following locations: AZ, CO, FL, GA, IL, IN, MD, NV, NC, NJ, NM, OH, TN, TX, UT, VA, or WI QUALIFICATIONS: Bilingual (Fluency) in Spanish and English Previous e-commerce and/or direct selling industry experience preferred Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) strongly desired Strong analytical and problem-solving skills Genuine passion for beauty products including bath and body, skincare, and cosmetics Working knowledge of Microsoft Office Suite Able to type at least 35 WPM with proper spelling and use of grammar Able to use effective and probing questioning and listening techniques to identify customer needs Able to learn and work independently and exhibit ownership as well as in a team environment Able to successfully pass a credit, criminal, and employment reference security checks   In compliance with Colorado’s Equal Pay for Equal Work Act (EPEWA), we are disclosing the compensation, or a range thereof, for roles that will be, or could be, performed in Colorado. The compensation range for this position is $16.00 - $18.00 per hour. Actual compensation may vary and will be based on various factors, such as candidate’s qualifications, skills, competencies, and proficiency for the role. VIPdesk Connect offers comprehensive benefits, which may include health insurance, life & AD&D insurance, paid time off, flexible spending accounts, and access to other benefit programs. Eligibility for VIPdesk Connect Benefits is determined under the terms of the applicable VIPdesk Connect Benefits plan at a person’s date of hire. VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V.

* * * This is a remote position. * * *  What does success look like to you? As an Inbound Sales and Customer Service Representative, success is more than reaching sales goals and earning commissions. Success is contributing to a team and company committed to elevating the customer experience.  VIPdesk Connect is hiring sharp and enthusiastic go-getters to join our remote team. The position—equal parts Sales and Customer Service—offers challenging and interesting work. We provide the training and tools; you provide the ambition. Bring your willingness to learn, ability to accept and integrate feedback, action to achieve results, and we will develop and nurture your sales talents. Let’s create success together.  Bonus and Commissions Outstanding work deserves rewards. Top performers earn over $16/hr. 95% of the team earns weekly commissions. Awesome Team Being helpful is more than a core value, it’s what we do every day—for our customers, for each other. Recognition and Appreciation Team-driven culture of peer recognition. Contributions, assistance, and collaboration matter, so recognition matters.  Paid Training Share your experiences and background in our interactive, instructor-led virtual classrooms.  Who You Are You are driven to exceed goals and eager to contribute to the team’s success. Your motivation is your greatest strength and the source of your success. More than your need to achieve, you view rejection as motivation. Pressure energizes you. You take initiative to solve your own problems first before seeking help from others. You don’t give up. You embrace technology and have an aptitude for learning new systems. Your passion for the customer experience is matched with your commitment to learning and improving—every day. You have excellent communication skills with the ability to drive a conversation.  What You Do  As an Inbound Sales and Customer Service Representative, affectionally called Sales Brand Ambassador, you handle inbound calls for our client HomeAdvisor, the nation’s largest online home improvement marketplace. Homeowners contact HomeAdvisor to find service professionals for their maintenance, repair, and improvement projects. You are responsible for assisting customers by assessing their needs, scheduling appointments, and referring to pre-screened home-improvement contractors. You use upselling and cross-selling techniques to convert inquiries into referrals. When you meet and exceed your sales goals, we reward you with bonuses and incentives.  Why People Love to Work Here VIPdesk Connect is a leading virtual contact center provider servicing the world’s most prominent brands. We’re a dynamic, virtual environment focused on diversity, innovation, business results, and above all, delivering an amazing customer experience. When you work here, you partner with smart and interesting people to make things happen. We believe in our virtual team model and invest in tools to foster connections and build a community. But don’t take our word, read what our team members say.  “I like having a challenging job where I am valued.” “I love the unity with the team and the opportunities for growth.” “I tell friends and strangers alike all the good, positive, and helpful things there are about working here.” “Even though it is a remote position, you still feel connected to the company and coworkers.”    Requirements   High school diploma or equivalent Two years of customer service experience Desire to meet and exceed sales performance goals Able to work weekends Working knowledge of Microsoft Office Suite Able to type at least 35 WPM with proper spelling and grammar Detail oriented with a focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence Excellent verbal and written communication skills Able to successfully pass a criminal and employment reference security check  Currently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Nevada, New Mexico, New Jersey, North Carolina, Ohio,  Tennessee, Texas, Utah, Virginia, or Wisconsin     Preferred Qualifications   Some college Six months of inbound sales experience with upselling Previous call center experience Who We Are At VIPdesk, we believe brand loyalty is built with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading edge our technology is, it will never replace the power of the one-to-one connection. It’s why we’ve built a culture that cares. It’s why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, where all feel comfortable sharing ideas, where we work together to achieve our goals and share in the celebration of our successes. We believe that positive energy leads to team member innovation, creativity, and above all, happiness. VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V.