Bilingual Customer Support Specialist I

The Customer Support Specialist I is responsible for providing accurate, timely, and meaningful responses to information requests and inquiries. Requests and inquiries may be via phone calls, emails, text, live chat, and postal mail. The Customer Support Specialist I proactively seeks to understand information being requested and uses project databases and resource tools to ensure consistent information is being provided.

This position is part-time (20 hours) and bilingual (Spanish/English) position.

ESSENTIAL JOB FUNCTIONS:

* Answers customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client-specific instruction.

* Monitors other lines of communication, including postal mail, faxes, text chat, etc.

* Actively listens to recognize opportunities to offer the correct information and when needed additional information to callers to ensure the caller and client have received the best customer service experience possible.

* Resolves inquiries of callers/customers and when issues arise and provides additional follow-up with customers when needed.

* Ensures all inquiries are addressed in a timely manner and are documented and tracked by entering information into online ordering system and various other internal documents.

* Checks, processes, and responds to voicemail requests and emails requesting information on project related issues.

* Remains current on project related and general health information via training, the Web, and other resources.

* Provides support for other JBS contracts, as needed.

MINIMUM JOB QUALIFICATIONS:

Education:

* High School Diploma or equivalent

Experience:

* Minimum 6 months of experience working in a call center.

* Experience in research using the internet and other web-based platforms.

Language:

* English and Spanish Fluency (Written and Oral)

Technical Knowledge:

* Proficiency in Microsoft Office (Word and Excel).

* Proficiency conducting internet research.

Competencies:

* Strong oral and written communication skills

* Ability to think quickly and be proactive to resolve needs quickly.

* Customer service skills

Physical Requirements:

* Extended Computer Use: Ability to sit for extended periods and operate a computer keyboard and mouse.

* Vision: Must be able to see and read computer screens and printed materials.

* Dexterity: Capable of using hands and fingers to operate equipment and perform tasks requiring precision.

* Communication: Able to effectively communicate verbally and in writing with team members and stakeholders.

* Mobility: Frequently required to stand, walk, reach, and bend to access office equipment and attend meetings.

* Lifting: Ability to lift and carry up to 50 pounds for short distances.

* Sensory Abilities: Must be able to perceive and interact with the environment using hearing and speaking skills.

* Work Environment: Primarily works in a typical office environment, with exposure to computer screens and moderate noise levels.

PREFERRED JOB QUALIFICATIONS:

Education:

* Pursuing Bachelor's degree in Health and Human Services, Early Childhood Education, Science, Medicine, or other related health care fields.

OTHER DUTIES AS ASSIGNED: This position description should not be construed to imply that these requirements are the exclusive standards of the position, nor will it be the sole basis for any subsequent employee evaluations. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

APPLICATION INFORMATION:

If you meet the minimum requirements for this position, please click on the "Apply" link posted below and complete the application. Please include cover letter, resume, and at least (3) professional references.

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected Veteran status.