Position Summary

The Customer Care Representative is responsible for supporting both internal and external customers, assisting in the diagnosis and service coordination of company equipment through phone support and customer interactions. This role delivers exceptional service with the highest level of integrity, professionalism, and quality while fostering mutually beneficial outcomes for both the customer and the company.

KEY RESPONSIBILITIES

• Perform support, follow-up, and monitoring activities to ensure service continuity and customer satisfaction.
• Provide customers with assistance, guidance, and recommendations regarding the operation, use, and application of the company’s products, services, and equipment.
• Manage post-sale follow-up processes for products and services.
• Receive, document, process, and follow up on service requests, work orders, equipment issues, damage reports, customer concerns, and complaints, keeping customers informed throughout the resolution process.
• Process and manage service orders, ensuring proper documentation and timely resolution.
• Accurately record daily services provided and requested in Salesforce.
• Audit completed cases to ensure proper closure in accordance with established processes.
• Maintain and manage departmental files, records, and documentation.
• Process amendments related to consumer products and coffee services, including contractual changes requested internally or by customers.
• Prepare and provide periodic reports regarding services delivered, customer needs, and business opportunities identified.
• Proactively manage customer satisfaction by investigating concerns and identifying alternative solutions.
• Ensure clear, professional, and empathetic communication in all customer interactions.
• Remain calm and professional when handling challenging situations involving internal and external customers.
• Accurately document all service updates and customer communications within company systems.
• Collaborate with customer-facing departments to ensure alignment of priorities and customer satisfaction.
• Update, correct, and maintain accurate system data.
• Escalate cases as appropriate to the Customer Care Specialist and/or Customer Care Account Manager for further handling.
• Maintain regular, reliable attendance and adhere to the assigned work schedule.
• Attend departmental and supervisor-led meetings promptly and professionally.
• Perform other duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS

• Fully bilingual in English and Spanish (written and verbal).
• Professional customer service and customer care skills.
• Minimum of 2 years of customer service experience.
• Highly organized, detail-oriented, and proactive.
• Strong customer satisfaction and service-driven mindset.
• Ability to work cross-functionally in a fast-paced, service-oriented environment.
• Proficiency in Microsoft Office Suite (Outlook, Excel, and Word).
• Strong teamwork skills and ability to collaborate effectively across departments.
• Excellent communication and problem-solving abilities.
• Ability to prioritize multiple tasks and manage time effectively.
• Strong attention to detail and commitment to quality service.
• Ability to adapt to changing business needs and customer demands.

PREFERRED SKILLS

• Experience with Salesforce preferred.

Compensation

• $13.50 per hour (full time position)
• Healthcare plan after 90 days
• 15 vacations days
• 12 sick days
• 401k Plan
• Personal days
• Holidays

Availability

• On site at Toa Baja / Bayamón PR
• Monday to Friday 8:00am - 5:00pm

TPIS is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans). We comply with all Federal, State and Local laws regarding nondiscrimination.