Bilingual (Spanish/English) Customer Service Representative

TKC Holdings • San Antonio, TX

2d • Onsite

About The Position

The Bilingual Call Center Agent (Spanish/English) provides customer service by answering inbound calls and completing outbound calls to new and existing customers. The role supports Inmate Calling Solutions’ Point-of-Sale Prepaid Collect (PSPC) product by explaining offerings and rates, opening accounts, answering service questions, entering customer information, posting payments, investigating customer issues, and coordinating complaints with technical and operational staff. The position is on-site and requires a Sunday–Wednesday schedule from 8 a.m. to 7 p.m.

Requirements

• Bilingual Spanish and English capability.
• High school diploma or equivalent.
• One year of college or technical school certificate, two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Type at least 45 words per minute.
• Two to four years of customer service experience and the ability to handle calls courteously and efficiently.
• Excellent verbal and written communication skills.
• Ability to perform basic accounting functions.

Nice To Haves

• Some college education.
• Experience with Microsoft Word and Outlook.
• Experience with Excel.

Responsibilities

• Answer incoming calls about Inmate Calling Solutions’ Point-of-Sale Prepaid Collect (PSPC) product.
• Explain product offerings and rates, open accounts, and answer general service questions courteously.
• Enter customer information into Agent Interface and post payments, including interfacing with Premise Based equipment when necessary.
• Complete customer investigations and make outbound calls to provide customer service.
• Report customer service complaints to technical and operational staff for diagnosis and resolution.
• Perform other general duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off (PTO).
• Tuition reimbursement.
• Paid training.
• Career advancement opportunities.
• Life insurance and AD&D coverage.
• Voluntary benefits, including short-term disability, long-term disability, critical illness, and accident coverage.

What This Job Offers

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