Customer Service Representative- Bilingual Spanish Maryland Resident

Call Center Operations Team Overview

The Aspira Customer Service Center is a fast-paced, customer-focused environment that delivers 24/7/365 support to customers across the US and Canada. Our team helps customers with reservations, permits, purchases, and general inquiries while ensuring a smooth and positive experience at every touchpoint.

• Pay Rate: $15.00 per hour
• Part-Time:
  Up to 29 hours per week with opportunity for additional hours based on business needs
• Schedule:
  
  Schedule varies based on business needs with opportunities to pick up additional hours during peak times.

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues.
• Follow established processes to assist customers with reservations, ticketing, permits, and other services.
• Effectively transfer customers to the appropriate department when needed.
• Seek management support when necessary for complex issues or escalations.
• Document customer interactions accurately according to company standards.
• Update customer accounts and system information accurately.
• Meet individual KPIs and support department goals for customer service excellence.
• Adhere to company policies, procedures, and performance standards.
• Complete all required training and coaching within set time frames.
• Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.
• Contribute to a positive team environment by delivering best-in-class service and supporting department goals.
• Perform other duties as assigned to support the contact center.
• A flexible schedule is required, including evening or weekend hours

• Strong customer service skills with a professional, calm demeanor.
• Ability to listen attentively, demonstrate empathy, and respond to customer needs.
• Builds rapport with customers through friendly and professional interactions.
• Proficient in following scripts and documenting customer interactions.
• Demonstrates ownership and accountability, ensuring customers receive exceptional service.
• Strong communication skills, both verbal and written, with excellent attention to detail.

• 1+ years of experience providing support in a customer service role.
• Proficiency in telecommunication tools and SMS
• Basic proficiency in Microsoft Office Suite.
• General internet skills and the ability to use various online tools.
• Bilingual Spanish Maryland Resident

• Familiarity with contact center software (e.g., Amazon Connect, Five9, Genesys, Verint, Calabrio).

Sedentary Work and Body Position:
The below physical demands are representative of those required to successfully perform the essential functions of this job.

• Visual Acuity:
  Close visual acuity to read and analyze data on a computer monitor.
• Hearing Ability:
  Must be able to communicate effectively in person, over the phone, and through electronic media.
• Manual Dexterity:
  Operation of a phone, keyboard, mouse, and general office equipment.
• Repetitive Motion:
  Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
• Lifting and Carrying:
  Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.

Sedentary Work and Body Position:
The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. An ability to move within an office setting as well as departing and returning to a workstation punctually for assigned break periods is required.