CS Representative, Bilingual English – Spanish
Job Description:
- Answers telephone call inquires and promotes the organization’s products and services in English and Spanish
- Researches and resolves customer concerns and complaints to ensure retention and satisfaction
- Answers customer calls, in a large variety, with timeliness and accuracy
- Identifies and assesses customer needs to provide accurate solutions
- Escalates issues to supervisors as required and as appropriate
- Provides accurate, valid and complete information by utilizing the right tools
- Meets personal and team accuracy, call targets and call handling quotas
- Follows communication guidelines and policies
- Correctly utilizes internal documentation and leadership team members for solutions
- Acts as a customer advocate
- Recommends process and product improvements and feedback
- Actively participates in team meetings, coaching sessions, one on ones, and other meetings
- Performs other duties as assigned
Requirements:
- High School diploma or equivalent education
- Minimum of one (1) year of customer service experience
- Fluent and clear written and verbal communication in English and Spanish
- Experience in Microsoft Office Suite preferred
- Ability to ensure compliance with company policies and applicable federal and state regulations
- Ability to maintain confidential information and knowledge of confidential matters
- Ability to work on a team and as an individual contributor
- Individual must be open to learn about and understand ‘niche’ industry
- Effective, consistent and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
- Ability to change course easily – knows when to be patient and when to push while working in the “gray”
- Self-starter, self-motivator, detail-oriented, highly organized
- Must be personable and approachable, demonstrate professionalism and active listening skills at all times
- Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
- Expert prioritization skills
- Motivated to excel, competitive in nature and does not confuse “efforts” with “results”
- Demonstrates and maintains flexibility and adapts to changes within industry and company
- Preferred Experience and/or Education: Knowledgeable in technology; Knowledgeable in horse-racing
Benefits:
- 30 Day Waiting Period
