Customer Service Representative, Bilingual Spanish/English

This is a fully remote position, open to applicants in Alabama, +37 more states.

📋 Description

• Act as the main point of contact for clients through both inbound and outbound interactions.

• Utilize web-based platforms to address customer inquiries.

• Manage customer inquiries and respond to a variety of questions, issues, and concerns.

• Address customer inquiries with care, delivering exceptional service through active listening.

• Handle confidential customer information with discretion.

• Aim to resolve issues during the first call when feasible.

• Communicate effectively with customers.

• Calmly address and de-escalate issues as necessary.

• Escalate interactions when required and appropriate.

• Monitor call-related information for auditing and reporting purposes.

• Provide insights on call-related issues.

• Engage in upselling when necessary.

⛳️ Requirements

• High School Diploma or equivalent certification.

• At least 6 months of experience in customer service.

• Must be at least 18 years old.

• Capable of typing a minimum of 25 words per minute.

• Proficient with desktop computer systems.

• Basic knowledge of Windows-based systems.

• Customer service and/or sales experience is preferred.

• A college degree is desirable but not mandatory.

• Ability to adhere to established procedures.

• Capacity to collaborate effectively with team members, supervisors, and support departments.

• Excellent communication, listening, and analytical abilities.

• Strong organizational and problem-solving capabilities.

• Ability to prioritize tasks and perform well under pressure.

• Open-minded attitude towards feedback, evolving policies, and structured schedules with flexible shifts.

• Sharp critical thinking skills.

• Proactive approach to problem-solving.

• Must reside in one of the eligible states: Alabama, Arkansas, Arizona, Connecticut, Delaware, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Maine, Michigan, Minnesota, Missouri, Mississippi, Montana, North Carolina, North Dakota, Nebraska, New Hampshire, New Jersey, New Mexico, Nevada, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Vermont, Wisconsin, West Virginia, or Wyoming.

• A dedicated workspace near a router supporting a hardwired Ethernet connection is required.

• Minimum internet speed of 15 Mbps download and 10 Mbps upload is essential.

• ISP latency must be under 50ms.

• Internet connection cannot be satellite, mobile data, P2P, or VPN.

• Proof of internet speed is required.

🏝️ Benefits

• Medical, vision, and dental health benefits for eligible team members.

• Resources for mental health and well-being.

• Employment Assistance Programs available.

• Health and personal time off (HPT).

• Leave programs as eligible.

• Competitive 401(k) plans.

• Life insurance coverage.

• Supplemental medical coverage options.

• Critical care insurance available.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts at various retailers.

• Opportunities for career advancement.

• A workplace culture that is inclusive and diverse.