Bilingual Customer Care Representative 2
HOLT Group•San Antonio, TX
•Onsite
About The Position
Responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat). CCR II’s are primarily responsible for driving concierge-level support via specialized customer campaigns. Requires two years of experience and/or demonstrated job relevant knowledge/skills and values. Relies on documented workflows to perform the functions of the job.
Requirements
- Bilingual (English/Spanish) is required.
- Two years of experience and/or demonstrated job relevant knowledge/skills and values.
- High school diploma or equivalent required
- Two years of work-related skill, knowledge, or experience is required
- Bilingual (Spanish) required
Nice To Haves
- four or more years preferred
Responsibilities
- Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
- Provides concierge-level support for specialized campaigns delivering timely, accurate, and legendary customer service via e-mail, live chat and/or phone channel; Must have the ability to comprehensively research and review complex customer requests and provide the best options or assign the customer to the correct subject matter expert
- Creates accounts for new leads in CRM tool and assigns them to the appropriate sales team
- Manages lead information by obtaining additional information to ensure lead profiles are complete, locate duplicate leads and creating prospect accounts for leads
- Coordinates credit application process by submitting applications to the Company’s credit department, communicating the application status to the customer and partnering with sales teams to ensure legendary customer service is provided during the application process
- Handles overflow internal and external customers through inbound and outbound phone calls, live chats and email
- Performs lead qualification via phone call and email (outbound)
- Requires regular and punctual employee attendance
- Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
- Performs other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
