Customer Service Representative (Bilingual)

JOB SUMMARY:

The Bilingual Call Center Customer Service Representative (CSR) will be responsible for handling customer inquiries into the Service Center. Position requires excellent organizational skills, attention to detail and ability to interface effectively with external and internal customers. Excellent written and oral communication skills are preferred. CSR may be reassigned to other schedules, to balance manpower or meet the needs of the company.

JOB RESPONSIBILITIES:

Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

• Promote positive customer relations with customers and coworkers.
  
• Answer routine and non‐routine customer calls daily
  
• Acquire a working knowledge of our database.
  
• Communicate effectively with a variety of people across various levels both within and outside the organization.
  
• Consistently meet or exceed established productivity, schedule adherence and quality standards.
  
• Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
  
• Provide information about products and services.
  
• Maintain customer records by updating account information.
  
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  
• Must follow all company rules and procedures.
  
• Ability to deal with customers in a courteous, polite, and professional manner at all times.
  
• Respond to all web and email customer correspondence.
  
• Process incoming customer (CSC) transactions
  
• Respond to customer voicemails.
  
• Provide support for the customer service center as needed.
  
• Follow communication procedures, guidelines, and policies.
  
• Due to the demands of this position, outstanding attendance is required.
  

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Excellent phone etiquette
  
• Excellent written and verbal communication skills
  
• Excellent attendance and punctuality
  
• Enjoy providing prompt and timely service to our clients
  
• Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills
  
• Must possess strong interpersonal skills
  
• Have compassion and empathy for customer situations and excellent listening skills.
  
• Have excellent customer service skills with the ability to build and maintain customer relationships
  
• Be energetic, self‐motivated, and quick‐thinking
  
• Can work in a team environment or independently while being flexible and open to learning new experience in a fast-paced changing environment
  
• Ability to read and comprehend normal instructions, correspondence, and memos
  
• Must be able to organize and write correspondence and memos in a logical/methodical manner
  
• Ability to effectively present information to customers, clients, and other employees of the organization
  
• Ability to apply common sense understanding to carry out detailed written or oral instructions
  
• Ability to deal with problems involving a few concrete variables in standardized situations
  
• Excellent computer skills required, including knowledge of various Microsoft Office programs
  
• Ability to handle difficult customers or situations
  
• Ability to work varied shifts.
  

EDUCATION & EXPERIENCE:

• High school diploma or general education degree (GED)
  
• A minimum of six months of Call Center experience preferred
  
• Bilingual Spanish is Mandatory.