Call Center Agent Bilingual

Call Center Agent (Bilingual Spanish)

As a Call Center Agent (Bilingual Spanish), the role is a key part of the ampliFI team, representing clients and delivering on the promise of exceptional cardholder engagement. The position involves creating positive first impressions and building strong, lasting relationships by providing prompt, friendly, professional, and personalized service whether over the phone, via email, or through chat.

Responsibilities include assisting members participating in clients' Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step. This role requires being on-site weekly from Tuesday through Thursday following completion of training.

Training

Schedule:

The training program begins with a 3-week, paid, in-person session at the Naperville, IL headquarters, held Monday through Friday from 9:00 a.m. to 5:00 p.m. Post-Training

Work Schedule:

Upon completion of the 3-week, in-person training program, participants will have access to one of the following call center schedules:

• Schedule 1:
  Tuesday to Friday 1:30 pm to 10 pm and Saturday 10:30 am to 7 pm (Sunday/Monday Off)
• Schedule 2:
  Tuesday to Friday 1:30 pm to 10 pm and Saturday 10 am to 6:30 pm (Sunday/Monday Off)
• Schedule 3:
  Monday to Thursday 10:30 am to 10 pm and Sunday 10:30 am to 7 pm (Friday/Saturday Off)

Responsibilities:

• Ability to comfortably communicate with the members in both Spanish and English
• Serves as the first point of contact, driving exceptional member experiences.
• Guide customers through inquiries by gathering information and leading them toward a resolution.
• Communicate clearly and professionally explaining procedures, answering questions, and offering helpful information.
• Handle inbound calls for Reward order entry, general program support, and website-related assistance.
• Provide accurate details about Reward Loyalty program terms and conditions.
• Make outbound calls to follow up on customer requests or help resolve outstanding issues.
• Participate in outbound call campaigns when needed.
• Deliver every interaction with patience, empathy, and excellent service.
• Juggle multiple systems, client programs, and tasks with ease.
• Uphold company standards by maintaining accuracy, quality, and compliance.
• Stay sharp by reviewing updated Reward descriptions, job aids, and ongoing ampliFI training.

Essential

Skills and Experience:

• High school degree or higher.
• Excellent verbal and written communication skills, with the ability to explain procedures clearly.
• Proficiency in basic computer applications.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks, systems, and priorities simultaneously.
• Accurate data entry and recordkeeping.
• Conflict resolution and issue escalation skills.

Preferred

Skills and Experience:

• Familiarity with outbound call campaigns and customer follow-up procedures.

Key Competencies and Attributes:

• Empathy, patience, and professionalism in all customer interactions.
• Adaptability and comfort working in a fast-paced, dynamic environment.
• Positive attitude, resilience, and solution-oriented mindset.
• Team collaboration and willingness to support peers.
• Attention to detail and commitment to quality.
• Proactive approach to anticipating customer needs and resolving issues.

Work Arrangement:

• Based at ampliFI's Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly.

Physical Requirements:

This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required.

Other Duties:
Duties, responsibilities, and activities are not all encompassing and may change at any time with or without notice. To perform this job successfully, an individual must be able to satisfactorily carry out each essential duty. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

The compensation range listed below represents the…