Bilingual Customer Support Agent

About the Role

As a Bilingual Customer Support Agent at Chick-fil-A Corporate Support Center, you will be the first point of contact for customers needing support, representing the Chick-fil-A brand with every interaction. Your role is to resolve issues and delight customers, ensuring they have a positive experience.

Key Responsibilities

• Resolves customer inquiries (technical or non-technical) via phone, online, or other support channels.
• Uses the Customer Support Management system to open cases, research answers, resolve issues, and document case notes.
• Applies customer service competencies such as active listening, effective communication, problem-solving, empathy, and efficient system usage.
• Continuously learns and practices customer service skills.
• Follows standard operating procedures and uses sound business judgment for exceptions.
• Tailors communication style to different audiences.
• Manages workload independently and efficiently.
• Quickly learns new topics and initiatives to provide relevant solutions.
• Problems solves and troubleshoots various issues using technology and customer support systems.
• Researches and grasps technical and non-technical information across multiple tools while interacting with customers.
• Acquires new skills in technical troubleshooting as necessary.
• Shares expertise with others as needed.
• Maintains relevant Knowledge Centered Services (KCS) training and certification.
• Uses knowledge to resolve customer issues and questions, ensuring accuracy and quality.
• Leverages Quality Assurance feedback for personal and professional development.
• Reviews KPIs to ensure adequate role performance and implements improvements.

Requirements & Tech Stack

• Experience supporting customers via phone, online, chat, or in-person.
• Available to attend 8 weeks of training on a fixed schedule.
• Flexibility to work between 9:00 A.M. and 10:00 P.M. EST.
• Successful completion of initial training.
• Dependable for work schedule.
• Passion for customer service and ownership of the customer experience until full resolution.
• Excellent emotional intelligence.
• Excellent written and verbal communication skills.
• Ability to be resilient.
• Aptitude for acquiring new technical and non-technical skills.
• Ability to type at least 45 WPM.
• Bilingual in Spanish and English.

Qualifications

• 0-2+ years Help Desk/Call Center experience.
• Customer Service experience.
• Hospitality and/or Chick-fil-A restaurant experience, a plus.
• Fluent in English and Spanish.
• KCS Certified.
• Associate's Degree (Required Level Of Education).
• Bachelor's Degree (Preferred Level Of Education).