Bilingual Customer Service Representative

The job overview for this role is that the Customer Service Representatives (CSR) at Beyond Finance serve as the primary point of contact for clients enrolled in the company's financial hardship programs. They are responsible for providing superior customer service and a positive experience to clients by responding to their requests, anticipating their needs, and educating them on the programs. The CSRs play a critical role in maintaining Beyond's exemplary customer brand and are expected to possess a strong work ethic, positive attitude, and excellent interpersonal skills. This is a remote position with a 4-week training program and requires the ability to work weekends and evenings.

• Provide a best-in-class customer service experience over the phone
• Respond to client requests and anticipate unstated needs
• Educate clients on our programs
• Analyze client problems and provide timely and efficient solutions
• Handle difficult calls courteously and professionally
• Thoroughly document request outcomes for tracking and analysis
• Resolve client requests independently and as a team
• Maintain positive client relations and coordinate with other departments
• Use CRM database to document information and activities
• Utilize resource materials to interpret, respond, and resolve client inquiries
• Handle a high volume of clients in a work from home call center environment

• 1-2 years in sales or customer service; Contact and/or Call Center background, a bonus
• Ability to provide a best-in-class customer service experience over the phone
• Strong interpersonal skills to handle difficult calls courteously and professionally
• Effective listening skills to analyze client problems and provide timely solutions
• Ability to work efficiently and independently to resolve client requests
• Excellent documentation skills for accurate tracking and analysis
• Ability to develop and maintain positive client relations
• Proficiency in operating a desktop computer and CRM database
• Utilization of appropriate resource materials to interpret, respond, and resolve client inquiries and problems
• Ability to handle a high volume of clients in a work from home call center environment
• Availability to work weekends and evenings

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training
• Uplifting, collaborative work environment
• Team spirit and culture of community and belonging