Customer Care Representative –Bi-Lingual (English/Spanish)

This position is responsible for answering phones and electronic communications to respond to customer orders, general customer inquiries, billing questions and customer complaints. Project a professional company image through phone and electronic communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned from time to time.

• Answer phones promptly, professionally and courteously and respond to customer requests
• Sell product and place customer orders in computer system
• Provide customers with product and service information
• Upsell products and services
• Transfer customer calls to appropriate staff
• Identify, research and resolve customer issues using the computer system
• Promptly follow-up on customer inquiries not immediately resolved
• Maintain call quality standards as outlined
• Update the details of the call in the customer database and complete call logs and reports
• Research billing issues and misapplied payments
• Recognize, document and alert the supervisor of trends in customer calls
• Recommend process improvements
• Participate in training sessions and workshops and apply training received to job functions
• Work to achieve team and individual performance plans on a daily and monthly basis
• Any other duties and/or responsibilities as assigned

Candidate should possess:

• Excellent communication skills, speaks clearly; listens and gets clarification
• Continual attention to detail and follow through
• Strong interpersonal skills with the ability to communicate effectively with a wide array of people and personalities.

Required Qualifications:

• Speak, write and communicate fluently in both English and Spanish
• Excellent verbal and written language skills
• A positive attitude and able to maintain a high energy level throughout shift.
• Professional personal presentation
• Reliability and promptness

Education Requirements:

• High School Diploma or equivalent
• Knowledge of computers and relevant software applications
• Knowledge of customer service principles and practices