Bilingual Contact Center Associate

Angeion Group LLC • Philadelphia, PA

3d • Onsite

About The Position

The Bilingual Contact Center Associate will assist class members with inquiries related to a company’s product and services. This role involves conducting day-to-day communication with class members for multiple assigned cases, providing back-up support for colleagues' cases when needed, and professionally handling telephone and email communications to ensure class members receive timely and accurate information. The associate will also be available for special projects, work effectively with the Contact Center Team Lead for escalations, manage administrative responsibilities for assigned cases, handle sensitive information, and proactively review case documentation. Additionally, the role includes assisting with training, communicating regularly with colleagues and managers, adhering to business processes, and adapting to new tasks and responsibilities as assigned by management.

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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED