Customer Service Operations Specialist

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

A Customer Service Operations Specialist plays a crucial role in enhancing the efficiency and effectiveness of customer service departments. This position involves overseeing and optimizing daily operations, implementing service strategies, and ensuring exceptional customer experiences. Specialists analyze performance metrics, streamline workflows, and develop training programs to improve team performance. By leveraging their expertise in customer service tools and technologies, they facilitate smooth operational processes, resolve escalated issues, and contribute to the overall satisfaction and retention of customers.

- High school diploma or equivalent; Bachelor's degree preferred
- Proven experience in customer service or a related field
- Strong problem-solving skills and attention to detail
- Excellent communication skills, both verbal and written
- Proficiency with customer service software, databases, and tools
- Ability to handle multiple tasks and prioritize effectively
- Strong organizational and time-management skills
- Ability to work independently and as part of a team
- Experience with social media customer support
- Familiarity with industry best practices and customer service metrics
- Proficiency in MS Office applications (Word, Excel, PowerPoint)
- Ability to remain professional and courteous with customers at all times
- Ability to understand and follow company policies and procedures
- Strong analytical skills and ability to generate actionable insights
- Flexibility to work various shifts, including evenings and weekends
- Experience handling escalated complaints and conflict resolution
- Ability to learn quickly and adapt to new information or changes
- Strong cultural sensitivity and ability to work with diverse populations
- Customer-focused mindset with a deep commitment to customer satisfaction

- Respond to customer inquiries via phone, email, chat, and social media channels
- Troubleshoot and resolve product or service issues, ensuring customer satisfaction
- Process orders, forms, applications, and requests with precision
- Maintain detailed records of customer interactions, transactions, comments, and complaints
- Collaborate with various departments to ensure smooth order processing and delivery
- Provide feedback and suggestions to supervisors on improvements to customer service and processes
- Update customer account information and manage customer databases
- Monitor service levels and ensure adherence to departmental standards
- Prepare and distribute periodic reports on customer service metrics and achievements
- Assist with the development and implementation of customer service policies and procedures
- Handle escalated complaints and follow up on unresolved issues
- Participate in training sessions to stay updated on new products, services, and technologies
- Contribute to team meetings, sharing insights and feedback on improving customer satisfaction
- Manage returns, exchanges, and refunds in accordance with company policies
- Conduct customer satisfaction surveys and report findings to management
- Offer proactive support by identifying potential problems and providing solutions
- Ensure compliance with company guidelines and regulatory requirements
- Mentor and support junior team members or new hires
- Keep up-to-date with industry trends and competitor activities
- Support special projects and initiatives as assigned by management

The ideal candidate for the Customer Service Operations Specialist role is a seasoned professional with proven experience in customer service or a related field, demonstrating a strong problem-solving ability and keen attention to detail. They possess excellent verbal and written communication skills, coupled with proficiency in customer service software, databases, and tools, enabling them to handle multiple tasks and prioritize effectively. This individual is organized, with strong time-management skills, and displays the ability to work both independently and collaboratively in a team setting. Adept at social media customer support and familiar with industry best practices and metrics, they show a proactive approach to troubleshooting and resolving issues to ensure customer satisfaction. With a Bachelor’s degree preferred and a high school diploma required, the ideal candidate is proficient in MS Office applications and demonstrates professionalism and courtesy when interacting with customers. They exhibit strong analytical skills, generating actionable insights, and maintain a flexible schedule to accommodate various shifts, including evenings and weekends. Experienced in handling escalated complaints and conflict resolution, this candidate remains calm under pressure, showing high emotional intelligence, empathy, and patience. They have a customer-focused mindset, high cultural sensitivity, and experience working with diverse populations. This individual is detail-oriented, a proactive problem-solver, and an active listener with a positive attitude and enthusiasm for continuous learning and self-improvement. They are reliable, have a strong work ethic, show integrity, and can discreetly handle confidential information. Lastly, they are resilient, capable of handling rejection, and dedicated to maintaining a high level of customer satisfaction through clear and articulate communication.

- Respond to customer inquiries via phone, email, chat, and social media channels
- Troubleshoot and resolve product or service issues, ensuring customer satisfaction
- Process orders, forms, applications, and requests with precision
- Maintain detailed records of customer interactions, transactions, comments, and complaints
- Collaborate with various departments to ensure smooth order processing and delivery
- Provide feedback and suggestions to supervisors on improvements to customer service and processes
- Update customer account information and manage customer databases
- Monitor service levels and ensure adherence to departmental standards
- Prepare and distribute periodic reports on customer service metrics and achievements
- Assist with the development and implementation of customer service policies and procedures
- Handle escalated complaints and follow up on unresolved issues
- Participate in training sessions to stay updated on new products, services, and technologies
- Contribute to team meetings, sharing insights and feedback on improving customer satisfaction
- Manage returns, exchanges, and refunds in accordance with company policies
- Conduct customer satisfaction surveys and report findings to management
- Offer proactive support by identifying potential problems and providing solutions
- Ensure compliance with company guidelines and regulatory requirements
- Mentor and support junior team members or new hires
- Keep up-to-date with industry trends and competitor activities
- Support special projects and initiatives as assigned by management

- Empathetic and patient disposition
- Strong interpersonal skills
- High level of emotional intelligence
- Excellent active listening abilities
- Ability to remain calm under pressure
- Adaptable and flexible approach
- Proactive problem-solver
- Detail-oriented mindset
- Strong multitasking capabilities
- High degree of reliability and integrity
- Positive attitude and enthusiasm
- Strong work ethic
- Team-player with collaborative spirit
- Ability to handle confidential information discreetly
- Strong initiative and self-motivation
- Continuous learner with a growth mindset
- Resilient and capable of handling rejection
- High customer-centric focus
- Strong conflict resolution skills
- Clear and articulate communication

- Competitive salary based on experience
- Health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work schedules
- Remote work options
- Wellness programs and resources
- Employee assistance program (EAP)
- Professional development and training opportunities
- Career advancement opportunities
- Tuition reimbursement
- Employee discounts on products and services
- Performance bonuses and incentives
- Recognition and rewards program
- Collaborative and inclusive work environment
- Parental leave and family support programs
- Commuter benefits
- Life and disability insurance
- Onsite fitness facilities or gym membership discounts
- Participation in community service projects and volunteer activities