Bilingual Online Support Specialist

Surge is a national leader with over 50 years of experience providing quality staffing and innovative workforce solutions. We take priority in building personal, long-term partnerships with our clients, and ensuring that each placement is the right fit. We are unlike other staffing agencies in that we take the time to get to know your company and its goals. Our national network has connected more than 122,000 employees on an annual basis and growing.

This is a full-time (Monday - Friday) position that is located at our headquarters office in Columbus, Ohio.

We are searching for a friendly and highly motivated Bilingual Online Support Specialist to join our Online Support team. In this role, you will answer employee and customer queries, resolve issues via appropriate channels, maintain knowledge of our products and services, obtain feedback, and provide training to new hires.

A top-notch Online Support Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates are willing to go the extra mile to ensure employee and customer satisfaction.

Surge offers great employee benefits such as:

1. Health / Dental / Vision
2. Weekly pay
3. Discretionary quarterly bonuses
4. 401k options
5. Holiday pay
6. Vacation pay
7. Internal referral bonuses
8. Gym memberships
9. The opportunity to help people find jobs!

Primary Functions

1. Must be bilingual and be able to speak, read, and write in Spanish and English.
2. Promptly responding to customer and employee queries via email, live chat, video, phone, and social media channels.
3. Immediately escalating serious complaints or issues that you are not equipped to deal with.
4. Liaising with colleagues or managers to find the best solutions to customers' issues.
5. Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
6. Maintaining a polite, helpful, and professional manner at all times.
7. Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
8. Familiarizing yourself with new products and services as they are introduced.
9. Attending training and meetings as required.
10. Providing training to new Online Support Specialists
11. Respecting client confidentiality at all times.

Experience

1. 2+ years of experience in customer service is a must
2. High school diploma or GED
3. Experience using chat/help desk software
4. The ability to respond appropriately under pressure
5. Sound judgment and excellent problem-solving skills
6. Superb written and verbal communication skills
7. Must have a positive attitude and remain professional at all times

EQUAL OPPORTUNITY EMPLOYER

Surge is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, national origin, veteran status, genetic information, or any other status protected by law. Surge is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.