Bilingual Contact Center Customer Service Representative (REMOTE)

Provide high-quality customer service by handling inbound interactions via phone, email, and chat. Assist 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.

Schedule

Our Contact Center operates 24 hours a day, 7 days a week, including all holidays. Work schedules are determined based on company needs and may include:

• 4 weekdays plus 1 weekend day
• 5 weekdays
• 3 weekdays plus 2 weekend days

Training classes run Monday through Friday for 5 weeks, with daily 8-hour sessions (timing may vary between 8 AM and 8 PM EST). Schedules are assigned when the position is offered and will not be altered within the first 90 days unless company business needs require a change.

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

Requirements

• High School Diploma or GED
• Minimum of 2 years in a Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required
• Proficient in Microsoft Office: Word, Outlook, Excel, and Teams
• Strong technical knowledge with the ability to troubleshoot basic computer or system issues independently
• Must provide equipment that meets company specifications (computer, headset, and internet)
• Windows 11: Intel Processor i5-4440 2.1ghz, 16GB RAM, 50GB free hard drive space, Microsoft Edge or Google Chrome
• macOS 14.0 Sonoma: Apple Processor M3, 16GB RAM, 50GB free hard drive space, Google Chrome
• Chrome Book cannot be used
• Wired internet connection encouraged (DSL or Cable, no Dial-Up)
• Dual monitors recommended
• Must be available to use a computer camera during training, meetings, etc.
• Self-disciplined to meet all requirements for working during scheduled hours/shifts

Skills

• 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, including troubleshooting, issue resolution, and de-escalation
• Ability to incorporate developmental feedback from management
• Ability to quickly adapt to change
• Bilingual is a plus
• Understanding of performance metrics and ability to work within a metrics-driven environment
• Strong verbal communication skills, including active listening and empathy

Physical Requirements

• Sitting: 75-100%
• Standing: 75-100%
• Fine motor movements: 75-100%