Bilingual Customer Service Representative

Under general supervision, the bilingual customer service representative will take inbound calls as necessary to assist their customers with answering frequent questions, providing detailed information, processing of customers concerns and inquiries. Our bilingual customer service representatives must practice active listening, be empathetic and always communicate clearly with the customer in a positive and professional manner.

This position is in center at our 24th St location.

• Respond to inbound customer contact/inquiries via multimedia channels including but not limited to voice and email.
• Research required information and resolve inquiries using available resources.
• Accurately provide customers with information in accordance with the program they are working.
• Enter information into applicable system.
• Identify and escape issues as appropriate.
• Re‑route/redirect calls to appropriate resources if applicable.
• Provide follow‑up customer contact/inquiries where necessary.
• Document all information according to standard operating procedures and quality assurance guidelines.
• Meet/achieve productivity standards.

• Must have excellent communication skills and be fluent in Spanish and English to assist our customers.
• High School diploma or equivalent required.
• Minimum 6 months customer service/administrative/telemarketing experience required.
• Must be able to speak and read English clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators/metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi‑task and stay organized while completing simultaneous tasks.

• Fluent in Spanish and English is a requirement for this job role.
• Must be able to navigate various systems and browsers.
• Excellent written, verbal, and interpersonal communication skills sufficient to communicate and interact effectively with customers and co‑workers.
• Knowledge of contact center technology.
• Excellent typing skills; must type minimum twenty.
• Strong computer skills with proficiencies in Excel and Word.
• Excellent command of the Spanish and English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers: personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative‑taking in offering solutions and assistance. These factors have the biggest influence on our customer experience and are measured through quality monitoring and continuous improvement.
• Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.