Bilingual Contact Center Associate

Angeion Group LLC•Philadelphia, PA

6d•Onsite

About The Position

The Bilingual Contact Center Associate will assist class members with inquiries related to a company’s product and services.

Requirements

Bilingual (Spanish & English)
Customer service experience required
High School Diploma or equivalent
Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Demonstrated ability to independently prioritize tasks
Ability to organize and manage multiple priorities
Ability to multi-task and manage time effectively
Excellent organizational skills with an eye for details
Ability to be flexible to adapt and act quickly when urgent matters require it
Display the technical skills necessary to perform all job functions
Project a positive, professional image toward clients, vendors and staff in all interactions and situations
Follow all company rules, policies and practices as contained in the Employee Handbook or as outlined by the company’s CEO/senior management
Must be able to work independently and within a team and possess a positive, "can-do" attitude
Must have strong customer support orientation (for internal/external customers) and demonstrated professional demeanor
Maintain all client, company, and employee information as confidential and share only on a need-to-know basis.
Excellent computer skills including all MS Office applications (Word, Excel, Outlook, PowerPoint) required skills including all MS Office applications. (Word, Excel, Outlook, PowerPoint) required
Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

Responsibilities

Conducts day-to-day communication with class members for multiple cases assigned
Provides back-up and support for day-to-day communication with class members for cases assigned to others, as needed
Professionally and expertly conducts telephone communication with class members, ensuring class members receive timely and accurate information that meets their needs
When necessary, Reviews each assigned email inbox daily, providing satisfactory responses to each class member’s email
Is available for special projects assigned by the Operations Management Team. These projects may include making outgoing calls, monitoring Zendesk emails, or an assigned email inbox.
Works effectively with Contact Center Team Lead as first point of escalation to ensure escalated class member situations are resolved in a timely manner
Independently handles all day-to-day administrative responsibilities associated with each assigned case
Handles sensitive information and data for special cases concerning secure information, as needed
Proactively reviews and understands all documentation associated with each assigned case
Handles tasks requiring strong attention to detail after completing extensive training.
Assists with training of individuals in administrative roles, upon the request of manager
Communicates regularly and effectively with all colleagues
Meets regularly with managers to provide feedback and facilitate communication
Adheres to all business processes while performing tasks
Able to take on new tasks and responsibilities as needed
Performing other work-related duties as assigned by management