Acer Is Hiring A Bilingual Account Representative

Join our team as an Account Representative and be a vital link in delivering exceptional service to our Latin American customers! 🌎✨

Job Summary

The Account Representative is an administrative role that interfaces with internal teams and external clients on service-related issues. This position manages various reports, ensures timely resolution of activities, and provides personalized after-sales support for Latin America repair centers, retailers, wholesalers, and end users. Bilingual fluency in English and Spanish (both written and verbal) is essential.

Duties & Responsibilities 📝

• Interact with customers via email, chat, phone, or in person to provide support and product/service information.
• Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments.
• Manage reports for accurate tracking and performance monitoring.
• Support retail customers by providing updates on service orders, credit requests, etc.
• Analyze customer and retailer petitions and complaints and prepare formal responses aligned with Acer’s Warranty Policy and local laws.
• Coordinate with other departments and act as a focal point for escalation issues with wholesalers and retailers.
• Process orders for new or additional products/services.
• Address customer questions and complaints; escalate when necessary.
• Ensure resolution of customer problems and concerns promptly.
• Participate in decision-making concerning external suppliers.
• Maintain databases accurately to support operational efficiency.
• Oversee customer mailings for timely communication.
• Handle service inquiries, especially warranty validation requests via email.
• Review and approve service repair reports according to guidelines.
• Perform additional duties as assigned.

Required Skills & Abilities 🚀

• Excellent communication skills with active listening ability.
• Proficiency in English and Spanish (written and oral).
• Customer-focused with a talent for resolving grievances.
• Strong interpersonal skills and ability to collaborate within a team.
• Proficient in Microsoft Office Suite — Word, Excel, PowerPoint, Outlook.
• Basic financial knowledge like processing adjustment sheets and reviewing account statements.
• Self-motivated with the ability to multi-task effectively.
• Understanding of company policies and procedures.
• Composed and professional under pressure, demonstrating empathy.
• Reliably meet deadlines and follow through with accuracy.
• Regular attendance and punctuality required.
• Adherence to customer data confidentiality and security protocols.
• Mandatory wired Ethernet connection for remote work to ensure connectivity; internet access is user’s responsibility.

Education & Experience 🎓

• High School diploma or equivalent with at least 1 year of administrative and customer service experience (corporate and one-on-one).

Schedule Requirements 🗓️

• Preference for candidates within commuting distance of Temple, TX; highly qualified remote applicants encouraged.
• Full-time work, Monday to Friday, during standard daytime hours.
• Expected schedule: 3 days in-office + 2 remote per week.
• Occasional evening meetings to accommodate different time zones.
• Participation in quarterly and as-needed on-site team meetings.
• Maintain a 96% attendance rate over a 13-week rolling period.
• Work schedule subject to change as needed.

Physical & Work Environment 🏢🏡

• Prolonged sitting and computer work.
• Frequent use of hands for typing and phone use.
• Sight requirements include close vision and focus adjustment.
• Optional walking, standing, and reaching.
• Ability to lift up to 10 pounds.
• Work environment: standard office conditions with typical lighting and equipment.

🛡️ Acer is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, creed, religion, gender, age, national origin, marital status, disability, veteran status, or sexual orientation.