Bilingual Customer Service Representative

Description and RequirementsWork Location: Remote, EST Time zoneContact Centers Locations:Schedule: 12:30-9pm ESTPosition Type: Contract, 4 Months (potential for extension)Our client is, well-known national brand in the beverage delivery space. The primary role of the remote Bilingual Customer Service Representative (CSR) is to provide customer assistance on a wide array of topics including but not limited to: general inquiries, product and service inquiries, billing questions, and other concerns.Responsibilities:

• Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service and diagnosing customer needs and concerns
• Handle difficult customer calls in a courteous and professional manner
• Correctly enter information into our Customer Relationship Management (CRM) system according to the customer's needs and/or concerns
• Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities
• Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls
• Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio
• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers support channels
• Primarily phone-based support.

Qualification:

• Fully Bilingual (fluent in Spanish)
• High school diploma, GED, or equivalent work experience
• Minimum of 1-year previous customer service and/or call center experience
• Previous experience with live chat and/or customer retention is a plus but not required
• Ability to thrive in a fast-paced environment
• Ability to display business maturity at all times and work efficiently without on-site supervision

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation
• Work environment must be free from distractions, including any background noise that impacts the customer experience
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information
• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers
• Your computer must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection

Call Volume:

• Typically 40-50 calls per day.

All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking "Apply Now".
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