Customer Correspondence Specialist II

Role Details
Type of Support: Emails, SMS and phones
Contract Type: Full Time
Training Schedule: Monday to Friday 8:00 am - 5:00 pm 
Work Schedule: 1ts shift Monday to Friday 7:00 am - 4:00 pm | 2nd shift 9:00 am - 6:00 pm
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: March 20, 2025
About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
We are thrilled to offer you an exciting opportunity to join our PartnerHero team and make a significant difference! As a Correspondence Specialist, you will play a crucial role in our business's growth by helping us achieve our goals of supporting our partners.
In your role, you will be responsible for promptly and accurately managing and responding to inbound customer inquiries, concerns, and requests via email and text. You will collaborate with PartnerHero leadership, partners, and cross-functional teams to ensure exceptional support is consistently provided to the customer. This role involves scheduling and taking calls, archiving messages through appropriate workflows, and de-escalation. The ideal candidate will have a background in customer support and experience working in a multi-channel environment.
Our PartnerHero team comprises talented and passionate individuals. When you join us, you will work with like-minded individuals committed to offering outstanding service to our partners. This is an exceptional opportunity to advance your career and substantially contribute to our business.
What You’ll Do:

• Respond promptly and accurately to customer inquiries, feedback, and complaints via email. Ensure that all responses adhere to company standards and reflect professionalism and empathy.
• Draft and email customers regarding account information, service updates, and other relevant communications. Maintain accuracy and clarity in all written correspondence.
• Maintain thorough and accurate records of all customer interactions. Update customer profiles with relevant information to facilitate future correspondence.
• Work collaboratively with internal teams to address customer issues and concerns effectively. Escalate complex problems to the appropriate department for resolution and follow-up to ensure timely resolution.
• Provide personalized and attentive service to build and maintain positive relationships with customers. Proactively reach out to customers to gather feedback and identify opportunities for service improvement.
• Follow and be attentive to workflows and processes to provide excellent customer support.
• Handle inbound customer inquiries via voice and email.

What We Expect From You:

• 6+ months of experience in customer support or customer success
• Proficiency in email management and familiarity with Salesforce, Slack, Front, Notion, and Twilio,
• Proficiency in inbound voice customer support
• Excellent interpersonal skills with a customer-centric approach.
• Ability to meet tight timelines and attention to detail
• Strong analytical and problem-solving skills, with the ability to remain calm under pressure
• Ability to quickly learn and absorb partner culture, processes, and policies
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Willingness to accept coaching to remove barriers to effective working relationships

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].