Bilingual Contact Center Customer Service Representative (REMOTE)

Job Description

Job Description

Job Summary:

The Customer Service Agent is responsible for providing high-quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account-related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. The ideal candidate demonstrates strong communication skills, problem-solving ability, strong sense of empathy, and a commitment to delivering a positive customer experience while still ensuring company and state compliance. Candidates must also have proficient computer skills, customer service expertise, and the capability to work independently.

Job Type: Full-time- Remote Customer Service Representative in Contact Center.

SCHEDULE REQUIREMENTS:

• Our Contact Center operates 7 days a week, 24 hours per day, including all holidays
• Work schedules are determined based on the needs of the company and may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays along with 2 weekend days
• Training classes for the Contact Center run Monday through Friday for 5 weeks, with daily 8-hour sessions (timing may vary between 8 AM and 8 PM EST
• ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.

Duties/Responsibilities:

• Handle inbound and follow-up customer interactions through phone and digital communication channels.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Deliver high-quality, personalized customer service while maintaining a professional and supportive approach.
• Promote and reinforce the company's brand by helping customers navigate services and supporting their return to normal daily activities.
• Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate systems.
• Identify unresolved issues and escalate them to the appropriate department or authorized resource when necessary.
• Assist customers with billing-related questions, appointment scheduling, and troubleshooting as needed.

Skills/Abilities:

• Excellent communication, customer service, interpersonal and typing skills.
• Ability to work efficiently and effectively in a multi-task high call volume environment.
• Effective and accurate decision-making skills.
• Demonstrated successful telephone service techniques specifically with troubleshooting, issue resolution, and de-escalation.
• Proficient in Microsoft Office: Word, Outlook, Excel.
• Must have ability to incorporate developmental feedback from management.
• Must have the ability to quickly Adapt to change.
• Bilingual is a plus
• • Understanding of performance metrics and the ability to work within a metrics-driven environment
  • Proficiency in Microsoft Office applications, including Word, Outlook, Excel, and Teams
  • Strong technical knowledge with the ability to troubleshoot basic computer or system issues independently
  • Strong verbal communication skills, including active listening and the ability to demonstrate empathy with customers.

Education and Experience:

High School Diploma or GED

Min of 2 years in Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required.

WORK FROM HOME REQUIREMENTS:

Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs). 

• Windows 11, Intel Processor i5-4440 2.1ghz, Memory 16gb Ram, Hard Drive 50GB Free Space, Web Browser - Microsoft Edge or Google Chrome 
• MacOS 14.0 Sonoma, Apple Processor M3, Memory 16gb, Hard Drive 50GB Free Space, Web Browser - Google Chrome
• Chrome Book CANNOT be used

* Working on a computer camera during training, meetings, etc.

* Wired internet connection encouraged at a regular internet speed (example-DSL or Cable Connection - No Dial Up).

* Dual Monitor recommends.

* Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.

Physical Requirements (With or without reasonable accommodation):

• Sitting: 75-100%
• Standing: 75-100 %
• Fine Motor Movements: 75-100 %

*** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.