Bilingual Customer Service Representative (HV)

Job Description

Job Description

MAJOR DUTIES AND 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.

• Facilitate resolution of delinquent account balances through structured support and communication
• Engage delinquent account holders to establish payment plans, resolve disputes, and reduce overall delinquency rates
• Evaluate overdue accounts and confirm whether they meet Prohibition criteria
• Answer routine and nonroutine 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 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.
• Follow communication procedures, guidelines, and policies.
• 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 customer voicemails
• Provide support for customer service center as needed

· Other job duties/responsibilities as assigned

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 detailorientated, 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, selfmotivated, and quickthinking
• Can work in a team environment or independently while being flexible and open to
• learning new experiences in a fastpaced 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 AND/OR EXPERIENCE

• High school diploma or general education degree (GED)
• A minimum of one-year Customer Service Experience required
• A minimum of six months of Call Center experience preferred
• Bilingual Spanish is a plus

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities in this position.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.