Bilingual (Spanish) Customer Service Representative

Responsibilities

• Perform telephone support as scheduled, ensuring customer questions are answered completely in a professional, caring, and responsive manner.
• Complete commitments to perform research and follow-up, resolve open issues, and log each contact—including information and resolution achieved—in the appropriate ticketing system.
• Provide e-mail and chat support as scheduled, addressing all assigned messages or contacts and ensuring customer questions and issues are fully resolved.
• Properly enter customer information and resolution details in the appropriate ticketing system.
• Continually improve cognitive and customer service skills, including proficiency with supported products, problem-solving ability, and verbal and written communication.
• Read, review, and understand support resources provided by the contact center and its clients.
• Attend all training classes and complete assigned exercises.
• Provide feedback on support issues, resolutions, or suggestions to supervisors or management.
• Communicate trends, issues, and appropriate solutions to supervisors and management.
• Support coworkers by providing procedural advice and assistance, maintaining positive working relationships with support clients.
• Perform all support functions within the guidelines of the contact center and client policies and procedures.
• Maintain departmental productivity standards while ensuring accuracy in the applicable ticketing system.

Requirements

• High school diploma or equivalent.

Skills

• Excellent written and oral Spanish communication skills, including strong listening abilities.
• Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors, and business contacts in a professional and courteous manner.
• Intermediate to advanced computer skills with an emphasis on Internet knowledge.
• Aptitude for providing superior customer care.
• Dependability, adaptability, and flexibility.
• Basic math skills.
• Creative thinking and reasoning ability.

Benefits

• Opportunities for professional growth, development, and advancement within the organization.
• 100% remote working employment model.
• Comprehensive training on hardware and software applications for qualified applicants.
• Knowledge and experience relating to basic computer applications.
• Competitive compensation and full benefits package for full-time employees, including:
  • Health, Dental, Vision, and Life Insurance Plans.
  • 401K.
  • Paid Time Off (PTO).