Bilingual Customer Support Representative

Role Overview

In this role, the Bilingual Customer Support Representative (CSR) will act as a liaison, provide
product/services information and resolve emerging problems that customers may face
with accuracy, efficiency and empathy. 

Company Overview

Teachstone® was founded in 2008 to deliver the Classroom Assessment Scoring
System® (CLASS®) nationwide and around the globe. Developed through years of
research, the CLASS observation tool measures the interactions between teachers and
children, which have been shown to drive learning and lifelong achievement.
Teachstone helps organizations conduct classroom observations and provides
professional development so that teachers improve and children learn more. Our online
subscription service, myTeachstone, simplifies CLASS implementation by combining
observation data with a robust library of CLASS resources and professional
development.

At Teachstone, everything we do is about improving the ways teachers interact with
their students. We train coaches and observers, build and deliver online support
programs, design professional development – all of it grounded in one proven fact: the
interactions teachers have with students have a lasting impact on their academic and
developmental success. By helping educators describe, measure and improve their
interactions and relationships with students, Teachstone is transforming education
nationwide, one interaction at a time.
The ideal candidate will support the full scope of Human Resources responsibilities and
partner with the organization on strategic initiatives. They will maintain and enhance the
organization's human resources by planning, implementing, and evaluating human
resources policies, programs, and practices.

Role Description

 Communicate with customers by phone, email and chat to provide appropriate
solutions and appropriate alternatives with follow ups to ensure resolution.
 Keep records of customer interactions, process customer accounts and analyze
customer’s needs.
 Speak to individuals in the education space in a manner that is effective and
thorough. 
 Build sustainable relationships and trust with customers through open and
interactive communication.
 Ability to update and use a CRM database (i.e. - Salesforce).
 Prepare a variety of professional documents for internal and external customers.
 Assist in logistics coordination for trainers conducting professional development
training in the field. 
 Coordinate material and equipment shipments to clients.
 Have a strong aptitude for critical thinking and problem-solving.

You Bring

 Proficiency with word processing, spreadsheet and database software (Microsoft
Office Suite).

 Ability to work independently, MUST BE Bilingual
 Customer orientation and ability to quickly adapt and respond to different types of
personalities.
 High standards of professionalism and confidentiality.
 Ability to multi-task, prioritize and manage time effectively.
 Ability to develop and maintain effective working relationships with other
departments, outside agencies and the general public.
 Excellent oral and written communication skills.
 Comfortable working remotely and in an office setting.
 Familiarity with CRM (Salesforce) systems and practices.

Additional Preferred Responsibilities
 Support and manage both the internal and external knowledge base.
 Work closely with other departments to support organizational projects.
 Provide feedback to internal teams on Teachstone products and services.
 Provide accurate, valid, and complete information by using the right
methods/tools