Customer Service Representative - Bi-Lingual (Spanish)

JOB SUMMARY:

The purpose of the Customer Service Associate is to assist with inbound and outbound customer communication including the customer intake process, resolving customer concerns/questions and communicating effectively.

DUTIES AND RESPONSIBILITIES

Provide excellent customer service to all potential and current customers

Answer inbound calls and email communications with the goal of completing customer intakes, assisting customers through the intake process and resolving customer questions

Resolve customer concerns by employing empathy and patience to understand the root cause of an issue and provide accurate and helpful solutions

Notate customer accounts with detailed and precise information

Maintain professionalism while connecting with customers to understand their concerns or questions

Effectively prioritize work to ensure efficiency

Think critically and exercise independent judgement

Conduct research as needed

Abide by all applicable regulatory and department practices and procedures

Perform other functions as assigned by management

SKILLS / KNOWLEDGE / ABILITIES

Bi-Lingual English/Spanish

Minimum of 1-year strong customer service background required

Excellent oral and written communication skills; Ability to communicate with different levels of internal and external customers

Good computing and keyboarding skills with the ability to maneuver in a Windows based environment

EDUCATION AND EXPERIENCE

Associates Degree or equivalent

Salesforce experience a plus

The successful candidate is an energetic self-starter who possesses strong planning, organizational, communication and time management skills. He or she is proficient in Microsoft Office Suite.

Customer-driven attitude and an ability to quickly adapt to change and learn new technologies.

Previous work experience in customer-facing environment.