Job Details
**FULLY REMOTE POSITION**
**Must Be fully Bilingual in Spanish**
(Pay is $15 per hour on W2 - This a contract to possible perm position)
MUST HAVE THE FOLLOWING
- High Volume Call Center experience
- Health Insurance OR Help Desk experience
- A Work Desktop or Laptop with at least 8gigs of RAM
- Ability to type 30+ words per minute
- High School Diploma
- Microsoft Windows and Internet-based applications experience
- Must be available to accept a Work Shift between the hours of 6am-6pm CST
- Must have a fast and reliable internet connection with
- Must have a Private Workspace available for entire shift
Position Overview:
Non-exempt Customer Service Representative will serve as a key interface and provide customer care to assigned program(s). This position is responsible for handling all interactions that may include inbound calls, outbound calls, and email/chat in a call center environment regarding a variety of requests.
Essential Functions of Customer Service Representative
- Responsible for handling inbound and outbound calls as well as email/chat in a call center environment regarding a variety of requests. No cold calling!
- Maintain complete and accurate records of client interaction including phone calls and/or emails, utilizing internal and external software.
- Demonstrates commitment to serving customer needs and solving problems efficiently with insight and first contact resolution.
- Use decision-support tools to respond to common customer work/service order inquires and requests.
- Demonstrates personal commitment by adhering to company guidelines, policy and professional code of ethics and participate in an inclusive environment where people can contribute their best.
- Participate in regular staff meetings, coaching sessions, training, and scheduled meetings with leadership
- Suggest ways to improve work processes, escalations/inquiries, and productivity.
- Identify personal development and/or training needs.
- Provide an excellent customer experience in all interactions. The above is not an all-inclusive list of all duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbent may be required to perform other additional duties as assigned.
Knowledge, Skills & Abilities
- Must be able to navigate multiple computer systems while interacting with customers. Proficient with online chat (Teams) functions for resources and support.
- Proven customer service, operations support, and problem resolution skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Courteous and empathetic with strong customer service orientation.
- Ability to communicate effectively, both verbally and in writing, with individuals inside and outside the Organization.
- Ability to work independently with strong sense of focus, task -oriented, nonjudgmental, and clear sense of boundaries.
- Ability to think critically and make decisions using sound judgement, experience, and existing tools/resources, including applicable rules/regulations.
- Must be willing to work in a collaborative, fast-paced, structured team environment and adapt quickly to change.