Bilingual Customer Service Representative (Call Center)

Bilingual Customer Service Representative (Call Center)  

PROJECT HOURS:  The ideal candidate will have flexibility to work full-time, Monday to Friday between the hours of 830am to 830pm in addition to rotating Saturdays 8am to 2pm.  This is a full-time position for a total of 40 hours per week.

Location:  This role is ONSITE in the Middle River, MD area for a minimum of 8 to 12 weeks, with the potential to go remote once fully trained and metrics are met.

Position Summary
The Customer Service Representative is responsible for all telephone account maintenance. The Customer Service Representative determines the accuracy of account information, and ensures all required information is provided for security. The Customer Service Representative enters information into the database, processes payments, and assists patrons in understanding the program’s procedures regarding payment options, information changes, and violations enforcement. This responsibility includes ensuring patrons’ service requirements are protected and accounted for in accordance with set standards of performance.

Responsibilities

• Process telephone inquiries, fax information/applications to customers if required.
• Perform account maintenance, including address changes, payments, adjustments, and statement requests
• Research overcharges and submit for adjustment.
• Provide assistance to process/update expired credit cards, options changes, replenishment amounts, balance thresholds, address changes, and add tags, process applications, and correspondence.
• Prepare reports to include daily Phone Call Log.
• File applications and other paperwork as necessary.
• Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
• Work a rotating weekend schedule, one month on/one month off as scheduled or as required based on operational needs.
• Must remain professional under every circumstance with patrons and staff member

• High School Diploma or the equivalent required
• Previous customer service experience required, preferably in a call center environment
• Strong written and verbal communication skills
• Fluent in both English and Spanish preferred