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Job Title: Customer Care Representative (Bi-lingual - Spanish and English)
FLSA Classification: Non-Exempt
Reports to: Manager, Customer Care
Department: Customer Care
Hours: Monday - Friday 9:30 AM-6:00 PM ET
Work Location: Remote
Salary: $17.04/hr
Summary/Objective
The Customer Care Representative provides courteous, efficient, and knowledgeable customer service to TruMerit applicants and customers through multiple communication channels, including telephone, email, and written correspondence. Fluent in both English and Spanish, the Customer Care Representative serves as a key point of contact for applicants, ensuring a high level of customer satisfaction through accurate information, effective problem resolution, and timely processing of service requests in a fast-paced environment.
Requirements
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Respond to applicant and customer inquiries in spoken and written English and Spanish via telephone, email, and chat.
Answer questions related to TruMerit basic services and research information; resolve or escalate complex issues as appropriate.
Promote a high degree of customer satisfaction and effective problem resolution in all applicant interactions.
Process verification and transcript requests, applicant information changes, and other TruMerit service requests accurately and efficiently.
Prepare and use written communications to support the development and maintenance of a database of standardized responses under supervisory guidance.
Perform daily quality assurance reviews and end-of-day sorting of computer-generated correspondence.
Complete accurate data entry and support the creation, retrieval, and maintenance of applicant files and related materials.
Carry out additional duties, as assigned, to support departmental and organizational objectives.
Competencies
Strong customer service orientation with a commitment to accuracy and responsiveness
Excellent verbal and written communication skills in both English and Spanish
Ability to manage multiple tasks and priorities in a high-volume environment
Strong attention to detail and organizational skills
Ability to work independently while following established procedures and supervisory direction
Professionalism, discretion, and tact when handling sensitive applicant information
Positive attitude with a willingness to learn and contribute to team success
Supervisory responsibilities
None
Work environment
This is a fully remote position. Work is performed in a home-office environment using standard office equipment provided or approved by TruMerit.
Physical demands
Ability to remain in a stationary position for extended periods
Frequent computer use, including prolonged screen viewing, typing, mouse use, and repetitive hand and wrist motion
Regular use of telephones and standard office equipment
Travel required
None
Required Education and Experience
High school diploma or GED required
Relevant work experience in customer service or a related field
Fluency in spoken and written English and Spanish
Strong computer skills, including proficiency with Microsoft Word and other Microsoft Office applications
Ability to handle multiple tasks efficiently in a fast-paced environment
Strong problem-solving and issue-resolution skills
Excellent interpersonal and communication skills
Preferred education and experience
Associate degree preferred
Two years of experience as a customer service representative in a high-volume call center environment
Other duties
This job description is not designed to cover all activities, duties, or responsibilities required of the employee. Duties and responsibilities may change at any time with or without notice.
Affirmative Action/EEO statement
TruMerit, formerly CGFNS International, Inc., is an equal opportunity employer committed to inclusion and diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
TruMerit, formerly CGFNS International, Inc., will not discriminate against or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
Reasonable accommodation is available for applicants with disabilities or religious needs.
Benefits & Compensation:
We offer competitive compensation and benefits to meet different employee needs and lifestyles. Benefits include a retirement plan with a match after 1 year of service for eligible contributions, medical, dental, vision, company-paid basic life insurance, short-term disability, long-term disability, and accidental death and dismemberment insurance, employee and dependent supplemental life insurance, generous paid time off, and tuition reimbursement.