Bilingual Customer Service Representative – Spanish Job Description Template
Our company is looking for a Bilingual Customer Service Representative – Spanish to join our team.
Responsibilities:
- Consistently increasing retention rates and achieving retention goals;
- Other tasks as assigned;
- Keeping customers on board through reiteration of the reasons they signed up and the continued benefit that the service provides;
- Helping explain credit and the value of our services and manage existing customer relationships that give them confidence in our product;
- Provide information for filing claims with DHS;
- Provide general travel assistance information;
- Identify and escalate inquiries that are unique and have no preapproved template language approved by CBP;
- This new team supports 24-hour operations, with 3 shifts (morning, mid, and overnight) to support the call volumes of all CBP programs;
- Be trained to identify and escalate any communication that is suspicious or threatening to the public safety and transportation security;
- Identify and respond to live contacts in order to give the appropriate response from the CBP-provided responses and materials;
- Answer customers questions; make referrals: help clarify CBP policies and procedures;
- The work schedule is expected to be 40 hrs/week without an expectation of overtime, but some shift flexibility may be required;
- Assess and transfer any reportable communications to the appropriate departments;
- Be able to identify multiple questions/concerns/inquiries in e-mail and respond using CBP -approved response template language.
Requirements:
- Customer service experience;
- Excellent personality and can-do attitude;
- Superior negotiating and influencing skills;
- Superior analytical skills;
- Proficient with basic computer applications such as email, internet, MS Word;
- Must be able to pass a Criminal Background Check;
- Superior verbal and written communication skills;
- Previous experience within the Mortgage industry;
- Bilingual in English and Spanish.