Communication Skills, Computer Workstations, Conflict Resolution, Consultative Sales, Consumer Branding, Contact Management, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Document Management, English Language, Identify Issues, Loyalty Programs, Multilingual, Needs Assessment, Presentation/Verbal Skills, Problem Solving Skills, Purchasing/Procurement, Record Keeping, Resolve Customer Issues, Retail, Spanish Language, Telephone Skills, Time Management, Video Chat, Videoconferencing, eCommerce
About the Role
We are seeking Customer Service Professionals (Pros) to provide real-time Video Chat support to customers shopping in retail store locations. This is a customer-facing, technology-enabled role that combines excellent communication skills with product knowledge to deliver personalized shopping experiences. Successful Pros will be the face of our brand, helping customers make confident purchasing decisions while managing video calls professionally and efficiently.
The ideal candidate thrives in a fast-paced, high-volume retail setting and delivers responsive, empathetic, and resolution-oriented service aligned with U.S. customer experience standards.
What you will do
- Answer incoming Video Chat calls from in-store customers in a timely and professional manner.
- Greet customers warmly, identify their needs, and provide personalized assistance.
- Provide accurate, detailed product information and consultative recommendations based on customer preferences and needs.
- Guide customers through available inventory, options, and inform them about current promotions, discounts, and loyalty programs.
- Address customer questions, concerns, explain returns, exchanges, refunds, and warranty policies.
- Troubleshoot product-related problems and escalate complex issues to management while maintaining customer satisfaction.
- Manage required documentation and customer records accurately.
- Comply with all security, confidentiality, and compliance requirements.
What you bring:
- Bilingual English/Spanish.
- 1-3 years of experience in retail, e-commerce, or high-volume customer support.
- Comfortable with video conferencing, basic technology, computers, and tablets.
- Excellent verbal communication and listening skills with a clear, friendly, and professional speaking voice.
- Experience supporting U.S.-based customers preferred.
- Strong attendance record, punctuality, and commitment to goals.
- Patient, empathetic approach to customer interactions with problem-solving and conflict resolution abilities.
Nice to have:
- Experience in specialized retail (fashion, electronics, home goods, etc.).
- Sales or consultative selling background.
- Experience with Video Chat, FaceTime, Zoom, or other video conferencing platforms.
- Bilingual or multilingual abilities.
Work Environment & Expectations
- Flexibility to work scheduled shifts, including evenings, weekends, peak retail hours, and holiday periods.
- Ability to sit for extended periods at a workstation and comfortably maintain eye contact with the camera for video calls.
Work Environment:
- 100% In-office based role in Puerto Rico.
- Aligned to U.S. retail business hours (including evenings/weekends as needed).
Equal Opportunity Employer:
AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.
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AspenView Technology Partners