Bilingual (Spanish) Call Center Representative-No Weekends

Enlightened, Inc. • Latham, NY

12d • $17 - $18 • Onsite

About The Position

We are in search of Bilingual Customer Service Representatives (CSR) to become an essential part of our NY Child Support call center team! The CSR is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating from phone, fax, email, chat and other communications channels. The CSR will respond to customers using the customer’s preferred method of communication and do so within a courteous and timely manner. This is an excellent opportunity for you to showcase efficient utilization of various software applications, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. Bilingual candidates and recent graduates are strongly encouraged to apply!

Requirements

• High school diploma or GED required
• Must be able to read and speak English clearly, professionally and fluently
• Excellent listening and human relations skills
• Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
• Strong typing and writing abilities
• Ability to respond appropriately to changing situations
• Proven ability to work as a team member
• Spanish and English (Required)

Nice To Haves

• One-year customer service or contact center experience preferred
• Bachelor’s or Associate’s degree preferred

Responsibilities

• Answer inbound telephone calls, chats and emails in a courteous, timely, and professional manner following established guidelines and policies
• Make outbound calls as necessary based on business needs
• Document customer interactions using a provided Customer Relationship Management (CRM) system
• Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.
• Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
• Use frequently asked questions (FAQs) and help look up and provide information to inquiries
• Utilize departmental knowledge bases and training material to answer customer inquiries
• Maintain up-to-date knowledge of policies and procedures as applicable
• Adhere to published schedule according to attendance guidelines
• May be required to work some weekends and holidays
• Perform other duties as assigned

Benefits

• We provide a work environment that is positive, challenging, and that supports employees’ commitment to their communities.
• As an organization, we are dedicated to continual improvement and growth.
• We empower all employees to apply their unique background and expertise to serve our clients.
• Enlightened, Inc. is firmly committed to treating all employees, customers, and partners with fairness, dignity, and equality.
• This includes providing an equal opportunity work environment.
• We do not discriminate nor tolerate discrimination in any form to include discrimination or harassment based on age, sex, sexual orientation, ethnicity, culture, religion, disability, or financial status.

What This Job Offers

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