Bilingual Spanish/English Customer Service Representative - Nashville, TN

Virtual Inc. está buscando un representante bilingüe de servicio al cliente en inglés / español dentro de nuestro equipo de operaciones regulatorias.

Virtual Inc. is looking for Customer Service Representative within our Regulatory Operations team! The ideal candidate will be passionate about delivering timely and efficient service excellence and will bring a positive experience to all interactions with our clients. If this sounds like a fit for you, read on!

Summary: This position will work with the team to provide exceptional service to Virtual, Inc. clients and applicants by answering calls and responding to client and applicant inquiries professionally and promptly. As well as assisting with client reporting and working on special projects as needed.

The Customer Service position works with the team to help ensure that every client we serve achieves or exceeds its strategic objectives.

This position allows telework with monthly in-office meetings/work in our Nashville, TN office.

Here's what you'll do:

• Engage with clients over the phone to address their inquiries, provide product/service information, and resolve any issues they may encounter.
  • Answer 80 -100 incoming calls a day
  • Maintain an average talk time of 4 minutes or less
• Demonstrate empathy and patience in every interaction, ensuring that clients feel heard and valued
• Document all customer interactions accurately and thoroughly in our CRM system, maintaining detailed records of client communications
• Collaborate with other team members to identify opportunities for process improvement and enhance the overall customer experience
• Act as a brand ambassador for our company, embodying our core values of integrity, excellence, and customer-centricity in every interaction.

As our next Customer Service Representative, you will bring:

• Fluent in English and Spanish
• Passion for delivering exceptional customer service
• Strong communication skills, with the ability to convey information clearly and effectively over the phone
• Previous experience in customer service, call center, or related field preferred
• Proficiency in using CRM software and other relevant computer applications; Microsoft Office Suite
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment
• Genuine desire to help others and make a positive impact on our clients' lives
• A team-player attitude
• Proven ability to drive process improvement and comfortably implement new tools and software
• Adaptability; the ability to change priorities as business changes occur
• Customer service background
• Good problem-solver with an analytical mind
• Sense of urgency.

About Virtual Inc:

Headquartered in Wakefield, MA with offices in Nashville, TN, and Ottawa, ON, Virtual also brings together a remote workforce from all over North America. Founded in 1999, Virtual's innovative and inclusive culture is the driving force behind our success and continued growth.

Our Virtual Team is made up of passionate professionals who understand the needs of associations, standards organizations, consortia, startup advocacy groups, and professional societies. The expertise within the Virtual team enables our clients to achieve their goals and make a mark on the world. Virtual's global clients include organizations led by Google, Facebook, Microsoft and more. We also service organizations that are tackling some of the biggest challenges in the world today, from eating disorders, to space travel to noise pollution.

We are proud to be recognized in the Best Places to Work list, twice! Living our values on a day-to-day basis is real. Not just a poster on the wall. Virtual's core values include trust, respect, inclusion, innovation, service excellence, empowerment, teamwork, generosity, and fun.