Spanish/English Customer Service Reps- Sports Specialists

As a Spanish/English Customer Service Rep at Sutherland, your main responsibilities include providing excellent customer service as a Sports Specialist through various channels such as chat, email, and social media. You'll be assisting fans with inquiries about streaming services, creating accounts, and troubleshooting issues related to their experiences. Additionally, you'll deliver exemplary fan experiences by using available technology tools, showcasing patience, and sports knowledge to enhance fandom engagement.

To qualify for the Spanish/English Customer Service Rep position at Sutherland, candidates must possess a high school diploma or GED, be fluent in both English and Spanish, and have at least 1 year of experience in customer service. Familiarity with digital platforms and a robust knowledge of sports are also essential. Strong typing skills, along with the ability to multitask and manage time effectively in a remote setting, are critical for success in this role.

Yes, Sutherland requires candidates to have a minimum of 1 year of customer service experience to ensure they have the necessary skills to handle fan inquiries effectively. This experience will allow you to understand customer needs better and provide support in a more engaging manner within the Sports Specialist role.

At Sutherland, Spanish/English Customer Service Reps enjoy a comprehensive benefits package that includes competitive hourly rates, paid training, medical, dental, and vision benefits, as well as employee discounts and wellness programs. Additionally, our Global Flexible Vacation Policy allows for flexibility in time off, and there are advancement opportunities with 80% of frontline leaders promoted internally.

To work from home as a Spanish/English Customer Service Rep at Sutherland, you must have a quiet, secure workspace, excellent internet connectivity with specified upload and download speeds, and a hard-wired connection to support call quality. You'll also need to be proficient in using digital tools and have the equipment provided by Sutherland for effective work performance.

When addressing a frustrated customer, it’s crucial to approach the situation with empathy and patience. First, actively listen to their issue without interruption. Acknowledge their feelings and reassure them that you're there to help. Provide clear and concise solutions to their problem and guide them through any necessary steps. It’s important to maintain a friendly and positive demeanor throughout the conversation, which will contribute to resolving their frustration.

In answering this question, think of a specific scenario where you took initiative to meet a customer’s needs beyond just resolving their issue. Discuss the steps you went through to not only solve their problem but also to enhance their experience, such as providing additional resources or following up to ensure satisfaction. This demonstrates your commitment to exceptional customer service.

A good response will include techniques like prioritizing tasks based on urgency, using digital tools or software for task management, and setting clear goals for each interaction. Explain how you keep track of customer inquiries and manage time efficiently, ensuring that no fan experience is compromised while handling multiple tasks.

Express your passion for sports and how it aligns with Sutherland’s mission to connect fans with their favorite games. Discuss your enthusiasm for customer service and how working in this role allows you to combine your personal interests with professional skills. Highlight how you envision making a positive impact on sports enthusiasts' experiences.

Share the different methods you use to stay informed, such as following sports news websites, subscribing to newsletters, engaging in social media channels, or watching sports programs. This answers the question directly and shows your commitment to maintaining sports knowledge which is valuable in the role of a Sports Specialist.

Utilize a step-by-step approach. Start by assessing what the customer knows and their specific needs. Offer personalized guidance, using accessible language to explain technical terms, while encouraging their questions. Illustrate the features and benefits of your services and provide resources they can refer to later, creating a supportive and informative experience.

Select a relevant example from your experience where you had to adapt quickly. Talk about the technology, the challenges you faced, and how you approached the learning process. Emphasize your problem-solving skills and determination, which showcases your ability to transition smoothly under pressure in a fast-paced environment.

In addressing this question, emphasize patience and clarity in communication. Discuss how you would use simple language and confirming understanding through paraphrasing or follow-up questions. If necessary, leverage translation tools or resources to aid communication. This demonstrates your commitment to exceptional service for bilingual customers.

Highlight specific practices that contribute to a positive customer experience, such as active listening, showing enthusiasm for their inquiries, and personalizing each interaction. Explain the importance of follow-ups and resolutions that exceed their expectations, showcasing your dedication to fan satisfaction as a Sports Specialist.

Discuss skills like communication, problem-solving, and sports knowledge as being essential for a Sports Specialist role. Explain how these skills help in engaging with fans effectively and resolving their inquiries while fostering a sense of trust and satisfaction with the services provided by Sutherland.