What are the responsibilities and job description for the Customer Service Representative - Bilingual position at Pay Tel Communications, Inc.?
About Pay Tel
Pay Tel is a company grounded in Christian values with a strong sense of social responsibility. We are a mission-driven privately held company that delivers meaningful technology to the corrections market space. We strive each day to provide innovative solutions to the jails that we serve and to be a stable, ethical partner in service to the community. Whether we are delivering basic phone service, investigative tools for officers or advanced tablet-based educational solutions for inmates; Pay Tel is responsive to our customer’s needs.
Pay Tel is seeking skilled individuals who embody our core values: humble, compassionate, solution-oriented, transparent and accountable.
Type: Full-Time, Non-Exempt Hours:
- Tuesday, Wednesday, Thursday, Friday: 8:00 AM – 5:00 PM
- Saturday: 8:00 AM – 5:00 PM
Regular days off are Sunday and Monday.
Training Requirements
- Training will be conducted in person
- Training schedule may fluctuate based on the new hire’s current availability
- Candidates must be available to complete in-person training prior to starting regular schedule, but still in office until fully trained
Location: Greensboro, NC
JOB SUMMARY
The Customer Service Representative is responsible for maintaining goodwill between our organization and its customers by answering questions, solving problems, and providing advice or assistance for the services of the organization. The Customer Service Representative serves as the front line in providing a remarkable experience for our customers. The overall goal of each experience is to effectively handle customer inquiries and provide resolution while exemplifying our core values: Humble, Solution-Oriented, Transparent, Accountable and Compassionate.
PRIMARY RESPONSIBILITIES
- Answer inbound customer support inquiries regarding new and existing accounts.
- Assist customers with inquiries concerning billing, setting up accounts, making payments, blocking, unblocking, etc.
- Keep detailed call-in records using approved software and process.
- Initiate tickets to Technical Support department to assist customers that are not able to receive calls or with dropped calls.
- Utilize CRM software to update customer account information.
- Perform various clerical duties as assigned.
ACCOUNTABILITIES
- Maintain confidentiality of customer’s account information.
- Maintain a 95% availability of time to assist customers on the phone.
- Maintain talk time average at/or less than 3 minutes.
- Seek first call-resolution with all customer contacts.
EDUCATION AND EXPERIENCE
Minimum Level of Education and Experience,
Combination of education and work experience; 2-5 years call center or customer service experience. Solid work history with favorable work references.
MINIMUM SKILLS, ABILITIES, LICENSES, CERTIFICATIONS
- Bilingual (English/Spanish) required
- Proficient in Microsoft Office Suite
- Excellent customer service skills
- Problem solving aptitude; conflict resolution skills.
- Strong organizational and time-management skills
- Exceptional attention-to-detail
- Typing skills of at least 30 WPM
- Demonstrated ability to maintain a positive, professional attitude, passion for results
- Ability to work well under pressure
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
Effort / Physical Requirements: Ability to sit in a workstation environment for extended periods. Ability to wear headset and/or hold phone receiver to take/assist customers on the phone throughout a scheduled workday.
Working Conditions: Typical office/cubicle environment
Pay Tel is an equal opportunity employer. We value diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, or any other status protected under applicable federal, state, or local law.
Job Type: Full-time
Pay: $19.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Work Location: Hybrid remote in Greensboro, NC 27410
Salary : $19