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.
QUALIFICATIONS:
VIPdesk Connect, Inc., a U.S. based provider of outsourced customer care services, utilizes a team of home-based Brand Ambassadors (customer service professionals) located throughout the U.S. to provide elevated customer experience for luxury and premium brands. Talented team members of VIPdesk not only excel in delivering superior customer service but are passionate ambassadors of the brands they serve. VIPdesk's suite of services include: Omni-Channel Customer service handling including all traditional and digital contact channels, social media management, back office support and customer experience consulting.