Bilingual Customer Service Representative

Responsibilities

• Promote positive customer relations with customers and coworkers.
• Answer routine and non‑routine customer calls daily.
• Provide customer service to walk‑in customers, including accepting payments.
• Acquire a working knowledge of our database.
• Communicate effectively with a variety of people across various levels within and outside the organization.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Quickly and accurately identify and assess individual needs, taking appropriate actions to satisfy those needs.
• Provide information about products and services.
• Maintain customer records by updating account information.
• Follow communication procedures, guidelines, and policies.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Follow all company rules and procedures.
• Deal with customers in a courteous, polite, and professional manner at all times.
• Respond to all web and email customer correspondence.
• Process incoming customer (CSC) transactions.
• Respond to customer voicemails.
• Provide support for the customer service center as needed.

• Excellent phone etiquette.
• Excellent written and verbal communication skills.
• Excellent attendance and punctuality.
• Enjoy providing prompt and timely service to clients.
• Be extremely detail‑oriented, efficient, and possess superior communication skills.
• Possess strong interpersonal skills.
• Show compassion and empathy for customer situations and have excellent listening skills.
• Have excellent customer service skills with the ability to build and maintain relationships.
• Be energetic, self‑motivated, and quick‑thinking.
• Work in a team environment or independently while being flexible and open to learning new experiences in a fast‑paced, changing environment.
• Read and comprehend normal instructions, correspondence, and memos.
• Organize and write correspondence and memos logically and methodically.
• Present information effectively to customers, clients, and employees.
• Apply common sense to carry out detailed written or oral instructions.
• Deal with problems involving a few concrete variables in standardized situations.
• Have excellent computer skills, including Microsoft Office programs.
• Handle difficult customers or situations.
• Work varied shifts.

• High school diploma or general education degree (GED).
• A minimum of one‑year customer service experience required.
• A minimum of six months of call‑center experience preferred.
• Bilingual Spanish is a plus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer.

The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

There are no supervisory responsibilities in this position.

Entry level

Full‑time

Customer Service

Telephone Call Centers