Advanced Associate, Customer Service, Bilingual in Spanish

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Act as the Level 2 escalation point for intricate customer and service-related challenges.

• Illustrate the application of concepts and guidelines effectively.

• Serve as a reliable escalation resource for service delivery obstacles.

• Work collaboratively with internal teams to address and resolve issues.

• Record and maintain customer and case details in internal databases and systems.

• Function as a liaison for Program Managers and clients concerning complex and service-related matters.

• Oversee and uphold Service Level Agreements across various Lines of Business.

• Take ownership of, manage, and ensure the completion of Service Direct Cases, reports, and assigned projects.

• Utilize an internal case management system to execute tasks and devise solutions for candidates while complying with client policies and internal protocols.

• Deliver clear and concise instructions to clients, call center staff, testing center administrators, and candidates.

• Troubleshoot and clarify policies and testing procedures.

• Anticipate candidate needs and rectify issues that impact service quality.

• Employ active listening, probing questions, supportive guidance, and empathetic reassurance during high-pressure situations.

• Research, analyze, interpret, and document customer concerns.

• Assist candidates and clients through evolving challenges and service requirements.

⛳️ Requirements

• High school diploma or equivalent qualifications are required.

• Bachelor's Degree or comparable work experience is preferred.

• A minimum of 2 years of experience in a similar or related role.

• Proficiency in both English and Spanish is required.

• Exceptional customer service skills are essential.

• Proficient in Windows, Microsoft 360 OneDrive, Excel, Word, and related applications.

• Skills in conflict management are necessary.

• Strong time management abilities.

• Capable of handling ambiguity and overcoming objections.

• Keen attention to detail.

• Excellent verbal and written communication skills.

• Willingness and ability to work assigned shifts.

• Capability to research, analyze, interpret, and document information.

• Adaptability to changing business needs is required.

• All overtime must receive prior approval.

🏝️ Benefits

• Opportunities for career development.

• Incentives offered.

• Rewards for outstanding performance.

• Competitive benefits package available.

• Comprehensive new hire training and onboarding process.

• Flexible work arrangements may be an option.

• Paid time off may be limited during peak business periods.