[Hiring] Bilingual Customer Service Representative @North End Teleservices, LLC

Role Description

Under general supervision, the bilingual customer service representative will take inbound calls as necessary to assist their customers with:

• Answering frequent questions
• Providing detailed information
• Processing customer concerns and inquiries

Our bilingual customer service representatives must practice active listening, be empathic, and communicate clearly with the customer in a positive and professional manner.

This position is Work From Home

Benefits

• Work from home!
• Training is fully remote. No commuting to our offices in Omaha!
• Competitive pay!
• Equipment is provided!
• Paid holidays once you meet 60-days criteria.
• Medical, dental, and vision insurance, as well as short-term and long-term disability insurance offered after 60 days.
• $25,000 life insurance policy which is paid for by North End Teleservices. Plus, additional insurance options for life and hospitalization!
• As a growing company, we strongly focus on promoting from within our existing employees.

Job Duties

• Respond to inbound customer contact/inquiries via multimedia channels including but not limited to voice and email.
• Research required information and resolve inquiries using available resources.
• Accurately provide customers with information in accordance with the program they are working.
• Enter information into applicable system.
• Identify and escalate issues as appropriate.
• Re-route/redirect calls to appropriate resources if applicable.
• Provide follow-up customer contact/inquiries where necessary.
• Document all information according to standard operating procedures and quality assurance guidelines.
• Meet/achieve productivity standards.

Qualifications

• Must have excellent communication skills and be fluent in Spanish and English.
• High School diploma or equivalent required.
• Minimum 6 months customer service/administrative/telemarketing experience required.
• Must be able to speak and read English and Spanish clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators/metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks.

Requirements

• Fluent in Spanish and English is a REQUIREMENT for this job role.
• Must be able to navigate various systems and browsers.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Excellent typing skills must type minimum twenty.
• Strong Computer skills with proficiencies in Excel and Word.
• Excellent command of the Spanish and English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers: personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative-taking in offering solutions and assistance.
• Must have reliable internet.

Work Environment

• Must have a quiet, distraction-free workspace with no background noise during scheduled shifts.
• Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.
• This position has no supervisory responsibilities.