Bilingual Customer Care Representative-Overnight Shift

About the Role

The Customer Care Representative (CCR) will interface with customers and clients via inbound calls, outbound calls, email, and chat to resolve issues with products or services. They will practice best-in-class customer service procedures, focus on one-call resolution, and ensure all avenues for solving customer issues are evaluated and executed.

Responsibilities

• Answer inbound telephone calls from customers and clients regarding products and services.
• Make outbound telephone calls to customers and clients regarding products and services.
• Maintain call performance and call quality goals.
• Offer one-call resolution by using active listening skills to identify customer issues, address the problem, and resolve the issue.
• Work independently and as part of a team to provide best-in-class customer service.
• Conduct side-by-sides with new and existing employees.
• Enter data quickly and accurately with high attention to detail.
• Verify all callers to ensure security.
• Perform all other duties as assigned.

Requirements

• Bilingual (Spanish) required.
• Outstanding customer service skills.
• Excellent written and oral communication skills.
• Computer literacy and keyboard typing skills.
• Proficiency in Microsoft Office Suite.

Schedule

• Overnight shift, Monday to Friday.
• Weekend availability required.