Bilingual Customer Service Agent

Smart Care•Fishers, IN

About The Position

As a Customer Service Agent, you are responsible for providing exceptional support for customers by addressing inquiries, resolving issues, and ensuring a positive experience across various communication channels. You would act as the primary point of contact, maintaining professionalism while delivering accurate information and solutions. This role requires strong communication skill, problem-solving abilities and a commitment to customer satisfaction.

Requirements

High School diploma or equivalent
bilingual (Spanish) verbal and written
2+ years of customer service experience in a fast-paced environment
Proficient with Google and Microsoft office Suite products (Excel, PowerPoint, Word)
Excellent organizational, bilingual (Spanish) verbal and written
Ability to interface with cross-functional teams and all levels of personnel/management
Strong problem solving and analytical skills
Able to work independently, managing multiple responsibilities (i.e., self-starter, self-motivated)
Solid organization and time management skills
Effective verbal and written communication skills
Ability to multi-task and prioritize with organization and time management skills
Resourcefulness, flexibility, and resiliency to operate in a dynamic work environment
Ability to work independently
The schedule and essential physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, this position may require the individual to work rotating shifts assignments, weekends, holidays, and overtime as needed. Some shifts will require working alone
Sitting for long periods of time (3-4 hours)
Working in front of computer screens for up to 8-10 hours.
Weekend work would be required
Ability/willingness to commute to the office for meetings and training
Capability to pass background checks and initial drug screening
Valid driver’s license

Nice To Haves

Experience with Workday preferred
Familiarity with IFS or related CRM systems

Responsibilities

Respond to inbound customer calls and emails concerning sales or service inquiries
Obtain information from the customer and enter data in real time into the appropriate database to facilitate effective service and appropriate follow-up
Notate the position responsibilities
Track and code customer inquiries and complaints for multiple operations companies and follow-up if necessary
Dispatch and escalate requests to technicians and other field personnel
Conduct and support client engagement activities to strengthen our relationships with our clients and increase our understanding of their needs
Work with other departments including dispatch, billing, credit, parts and field management operations to respond to customer inquiries and ensure resolution.
Make outbound call as needed to obtain information and provide responses to customer inquiries and field personnel.
Perform all duties with integrity, safety and a professional mentality
Promote a positive and inclusive work/team environment
Communicate all program deficiencies and improvements
Report all non-conforming work
Ensure effective communication
Demonstrate discretion, confidentiality and good judgement when dealing with sensitive company, personnel and client information
Foster collaboration and communication