Job Description

This is a remote opportunity for BILINGUAL candidates living in EST time zone!

Hours: Monday through Friday from 10:00 a.m. to 7:00 p.m. EST

Job Description:

The Customer Service Representatives primary duties are:

• Respond to Customer inquiries and requests for information, and provide status updates, guidance, and information as outlined and defined in approved Desk Reference Guides, policies and procedures.
• Access internal and client systems, interpret screens, update screens and enter contact notes in automated systems.
• Communicate with client staff as required and forward Case and Customer information, when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
• Accurately respond to inquiries with a high degree of respect in a professional and courteous manner.

Minimum Qualifications:

• CSRs shall have at least one (1) year of Customer service experience.
• Applicant must be bilingual (English/Spanish only).
• A high school diploma or GED is required. Associate degree or Degree in progress preferred.
• Applicants will be screened for diction, grammar, voice quality and articulation, proficiency with computer and Customer service skills and experience.

Preferred Skills/Experience:

• Ability to navigate in up to seven separate systems and up to three systems simultaneously.
• Ability to navigate and update systems in Windows.
• Ability to convey information and direction for multiple programs during a single interaction.
• Previous experience as a customer service representative in a call center.

Professional Skills:

• Strong verbal, interpersonal and written communication skills
• Team player with the ability to work in a fast-paced environment.
• Superior interpersonal skills including courtesy, professionalism, empathy, and a cooperative attitude.
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary.

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