Bilingual (Spanish/English) Customer Service Representative (WFH/Hybrid)

Job Description

Job Description

**This is a hybrid position. Work from home status is only granted if criteria is met, and upon completion of 2 weeks of in-office onboarding/training. It is a requirement of employment for you to reside within driving distance of our Fort Lauderdale office in case an in-office visit is needed or in case work from home status is ever rescinded.**

Who is Centah?

Acquired by Financeit in 2017, Centah is a lead and workflow management company that allows some of North America’s largest home improvement businesses to distribute and manage leads, powering over $3 billion in annual sales. One of the driving forces behind Centah’s industry-leading platform is a full-service contact center in Fort Lauderdale, Florida, that specializes in inbound and outbound support for the home improvement industry. Centah’s Call & Contact Centers become the main point of contact for the customer, ensuring expectations are met and managed throughout the lifespan of the project.

About the role:

We are looking for an enthusiastic and self-motivated Customer Service Representative to join our team. As a Customer Service Representative, you must be able to work in a fast paced environment, be flexible with an aptitude for learning, understanding, and conveying information. You will also be responsible for treating every customer with the utmost courtesy while maintaining a positive outlook on every call. Excellent communication skills are vital for this role, along with enjoying assisting customers in a friendly and respectful manner.

Responsibilities:

• Answer incoming calls and respond to customer’s request
• Ability to work in a fast paced environment.
• Book appointments for members with a high degree of data accuracy
• Maintain excellent written and verbal communication skills on a consistent basis
• Identify and escalate issues to supervisors
• Responsible for adapting to fast changing guidelines with customers
• Informs clients by explaining procedures; answering questions; providing information
• Maintains and improves quality results by adhering to standards and guidelines

Requirements

• General Requirements:
• High school graduate or G.E.D.
• Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
• Excellent oral and written communication skills
• Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
• Ability to type at least 25 words per minute is preferred
• Experience in providing exceptional customer service and maintaining established quality requirements
• Must be able to pass a background check
• Must be fluent (speaking/reading/writing) in both Spanish and English

• Performance Requirements (**MUST READ**):
• Average Talk Time: Less than 4 minutes per call while resolving customer issues.
• Call Conversion Ratio: Require a 60%+ lead to call ratio.
• Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
• Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
• QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
• Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
• Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
• Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
• Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.

Benefits

• Opportunity to continue working from home in our post-pandemic workplace
• Eligible for Medical, Dental, and Vision after 60 days of continuous employment
• $15,000 Life Insurance (Company Paid)
• 401K plan eligibility after 1 year of service w/company match of up to 4%
• Paid Time Off - Earn 10 days per year after 90-day probationary period
• $200 Monthly Incentive Bonus Plan
• Weekly/monthly gift card drawings/contests for meeting goals
• Career learning and development programs
• Casual dress code
• Salary: $16.00/hour

Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Next steps:

If what you just read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for a phone interview.