Bilingual Customer Service Representative

Job Details

Job Description

As a CSR, you will have the opportunity to utilize your customer service skills and experience, as well as critical thinking skills, to support American consumers who have labor-related questions, such as questions about paychecks, how to contact a specific department or Government agency, and safety concerns in the workplace. During the handling of these inquiries, you will use a cloud-based telephony system and a Customer Relationship Management (CRM) tool for research and informational purposes. A successful candidate will be able to work independently as well as part of a larger team which supports one another throughout the day.

Employment Type : Fulltime / Remote

Schedule :

• Sunday-Thursday 10:00 AM - 6:30 PM EST
• Tuesday-Saturday 10:00 AM - 6:30 PM EST

Qualifications:

• US Citizen with a High School diploma or General Educational Development (GED) certificate
• Ability to speak, read, and write in both English and Spanish
• A minimum of two years Bilingual call center customer service experience
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Ability to control the pace, flow of the inquiry, and manage call time effectively
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crises, and/or from abusive callers
• Ability to listen to, empathize with customers, and acknowledge their concerns
• Ability to follow protocol and to apply sensitivity and discretion in handling confidential information
• Ability to gather and document information to determine a customer's needs, apply problem solving skills, and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to use the web to search and retrieve information
• Ability to respond to inquiries from the hearing, speech, and visually impaired, as well as other physically impaired callers using appropriate equipment
• Ability to take direction within a team setting and complete team-related work promptly
• Equivalent to a low-risk public trust background investigation

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