Remote Scouter

With over 50 stores and the largest avocational cooking program in the US, Sur La Table offers an unsurpassed selection of exclusive and premium-quality goods for the kitchen and table – and the culinary expertise and inspiration to go along with it. Whether the job entails interacting with our customers, driving digital growth, or providing vital behind-the-scenes support, we’re all here for the same reason – to roll up our sleeves and create happiness through cooking and sharing good food

The Customer Service Representative I will serve as the front line of customer support, handling inbound calls in both English and Spanish. This role is responsible for providing excellent customer service, addressing inquiries, troubleshooting issues, and ensuring that a service ticket is created for every customer interaction. The representative will maintain accurate records, follow up with customers as needed, and ensure timely resolution of issues while adhering to the company’s guidelines and service level agreements (SLAs).

Key Responsibilities

·        Handle inbound customer calls, providing assistance and information in a professional and courteous manner.

·        Respond to inquiries about products, services, billing, and account issues.

·        Ensure that a ticket is created for every customer interaction using the ticketing system, logging detailed notes and customer information.

·        Diagnose and troubleshoot customer problems, escalating complex issues to higher support levels as necessary.

·        Maintain and update customer records in the system after each interaction.

·        Follow up with customers to provide status updates and confirm issue resolution.

·        Adhere to company policies, procedures, and quality standards for call handling and ticket creation.

·        Meet performance metrics such as but not limited to call handling time, first call resolution, pieces per hour, and customer satisfaction.

·        Collaborate with other team members and departments to ensure seamless customer service delivery.

·        Participate in ongoing training and development to stay updated on product knowledge and customer service techniques.

Qualifications

·        High school diploma or equivalent required.

·        Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills in both languages.

·        Strong computer skills, with the ability to navigate multiple systems and databases.

·        Ability to work in a fast-paced environment while maintaining attention to detail.

·        Strong problem-solving skills and the ability to handle difficult customer situations with empathy and patience.

Desired Skills

·        Previous experience in handling inbound customer calls.

·        Familiarity with service ticket creation and tracking.

·        Strong organizational and multitasking skills.

·        Ability to meet performance targets and work effectively under pressure.

·        Team player with a positive attitude and a customer-first mindset.

What we offer:

·        SEASONAL agreement for peak season. (Oct-Dec/Jan)

·        Full time $14,000mxn pesos gross, monthly

·        $2,000 MXN AHT Bonus Per month

·        $4,000 MXN Seasonal Bonus Per Month*

·        Law benefits since day one

·        Home office

·        Full equipment provided

·        Possible Full-time contract

·        100% paid training.

·        Schedule window (8 am - 8 pm).

·        10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).

·        1 hour Lunch - 2 breaks of 15 minutes each.

·        Two days off (Fri-Sat / Sat-Sun/ Sun-Mon).

·        Total Pass.

·     Only for CDMX and Edo. de Mex.

*This benefit applies only upon completion of the seasonal contract.

CSC Generation Holdings family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.

CSC Generation Holdings family of brands is committed to the full inclusion of all qualified individuals. As part of this commitment, CSC Generation will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed, please contact hrbenefits@cscshared.com.