BILINGUAL CUSTOMER SERVICE REPRESENTATIVE – COMMERCIAL & PUBLIC SECTOR CLIENTS
We are looking for full‑time and part‑time bilingual customer service representatives to support inbound projects for a wide variety of clients. In this role you will troubleshoot basic technical issues, build strong relationships with customers, fact‑find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.
Position Responsibilities
* Handle inbound and outbound contacts in a courteous, timely, and professional manner
* Listen to customers, understand their needs, and resolve customer issues
* Utilize systems and technology to complete account management tasks
* Accurately document and process customer claims in appropriate systems
* Follow all required scripts, policies, and procedures
* Utilize knowledge base and training to accurately answer customer questions
* Comply with requirements surrounding confidential information and personal information
* Appropriately elevate customer issues with the managerial team
* Ensure first‑call resolution through problem solving and effective call handling
* Attend meetings and training and review all new training material to stay up‑to‑date on changes to program knowledge, systems, and processes
* Adhere to all attendance and work schedule requirements
Candidate Qualifications
* Must be 18 years of age or older
* High school diploma or equivalent
* Experience with data‑entry utilizing a computer
* Ability to read and speak English and Spanish fluently
* Have a wired, high‑speed internet connection (Download speed of 20 Mbps+) if working for a work‑at‑home project
* Excellent organizational, written, and oral communication skills
* Ability to type swiftly and accurately (20+ words per minute)
* Ability to work regularly scheduled shifts within our hours of operation including the training period
* Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
* Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
* Highly reliable with the ability to maintain regular attendance and punctuality
* Ability to evaluate, troubleshoot, and follow‑up on customer issues
* An aptitude for conflict resolution, problem solving and negotiation
* Must be customer‑service oriented (empathetic, responsive, patient, and conscientious)
* Ability to multi‑task, stay focused, and self‑manage
* Strong team orientation and customer focus
* Ability to thrive in a fast‑paced environment where change and ambiguity are prevalent
* Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred Experience (Not Required)
* One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact‑center environment
* State or Federal work experience
Conditions of Employment
* Must be authorized to work in the country where the job is based
* Must be willing to submit up to a Level II background and/or security investigation with a fingerprint; job offers are contingent on background/security investigation results
* Must be willing to submit to drug screening; job offers are contingent on drug‑screening results
Physical Requirements
This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of the company and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.
Diversity and Equality
At the company and its subsidiaries, we embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based solely on a person’s merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect. The company considers qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. The company will not tolerate discrimination or harassment based on any protected characteristic. All employees are responsible for fulfilling the company’s commitment to a diverse and equal‑opportunity work environment.
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