Under general supervision, the bilingual customer service representative will take incoming calls, use chat, and complete outbound calls as necessary to assist their customers with answering frequent questions, providing detailed information, processing of customers concerns and inquires.

Our bilingual customer service representatives must practice active listening, be empathic and the ability to always communicate clearly with the customer in a positive and professional manner.

In center position only)

Job Duties :

• Respond to inbound and outbound customer contact / inquiries via multimedia channels including but not limited to voice and email .
• Research required information and resolve inquiries using available resources.
• Accurately provide customers with information in accordance with the program they are working.
• Enter information into applicable system.
• Identify and escalate issues as appropriate .
• Re-route / redirect calls to appropriate resources if applicable .
• Provide follow-up customer contact / inquiries where necessary.
• Document all information according to standard operating procedures and quality assurance guidelines.
• Meet / achieve productivity standards.

Preferred Skills :

• Must have excellent communication skills and be fluent in Spanish, to assist our customer!
• High School diploma or equivalent required.
• Minimum 6 months customer service / administrative / telemarketing experience required.
• Must be able to speak and read English & Spanish clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators / metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks.
• May be required to work holidays. Overtime may be required.

Requirements :

Must be able to navigate various systems and browsers.

• Excellent written / verbal / interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Excellent typing skills must type minimum twenty.
• Strong Computer skills with proficiencies in Excel and Word.
• Excellent command of the Spanish and English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers : personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative-taking in offering solutions and assistance.

These factors have the biggest influence on our customer experience and are measured through quality monitoring and continuous improvement.

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

This position has no supervisory responsibilities.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

Proprietary & Confidential Statement : This document and the information disclosed within, including the document structure and contents, are confidential and the proprietary property of North End Teleservices, LLC.

No part of this document may be disclosed in any manner to a third party in whole or in part and is prohibited without the prior written permission of North End Teleservices, LLC.

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Last updated : 2024-05-22