Bilingual Customer Service Representative

Overview

Pay rate: $15/hr

Inte Logix is hiring a remote Bilingual Customer Service Representative who is fluent in English and Spanish. In this position, you will handle inbound calls and emails from customers of a utility company, addressing a variety of issues related to water services including outages, emergencies, service initiation or termination, and billing inquiries. A key part of the role involves de-escalating and resolving complaints about bill usage.

You will be responsible for assisting customers, resolving their concerns, and promoting additional services. We strive to provide customers with a strong customer service experience and want people who are passionate about helping people in key times of need.

• Respond to incoming customer calls regarding their water or wastewater services
• Educate customers on billing details including explaining charges, payment options, and available assistance programs
• Provide accurate information and solutions to customers, ensuring a high level of customer satisfaction.
• Focus on first call resolution with each customer.
• Assist customers with account management, including updates to personal information and services.
• Document customer interactions in the call tracking system.
• Handle all customer calls, despite the degree of difficulty, in a courteous and business-like fashion
• Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
• Perform additional duties as required by management

• High School Diploma or GED is required
• Fluent in Spanish and English
• 1 year of customer service experience is required
• 1 year of call center experience is preferred
• Excellent customer service experience
• Strong written and verbal communication skills
• Natural ability to empathize with customers
• Ability to project and convey a positive, concerned, and professional image to customers
• Ability to be adaptable and quickly adjust to change
• Must be able to conduct research efficiently and effectively while working within specific time constraints
• Adhere to policies and procedures
• Adhere to work schedule and punctuality requirements
• Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems
• Must be able to maintain a high level of confidentiality in dealing with customer information
• Must be able to provide quality customer service and able to work with difficult customers on occasion, while still maintaining a strict level of professionalism

• Must have reliable, high-speed internet with a wired ethernet connection (WiFi is not acceptable).
• Download speed must be 10 Mbps or higher.
• Upload speed must be 5 Mbps or higher.
• Dedicated workspace that is in a quiet and distraction free environment.
• Inte Logix will provide a computer to use for the duration of the position.

All job offers are contingent upon completion of drug and background checks.

Inte Logix is an equal opportunity employer: M/F/Disabled/Vet