Bilingual (Spanish) Customer Service Representative

Aureon•Cedar Rapids, IA

4d•Remote

About The Position

This role involves providing telephone, email, and chat support to customers. The representative will be responsible for answering customer questions, resolving issues, and documenting all interactions in the ticketing system. Continuous improvement of skills, including product knowledge, problem-solving, and communication, is expected. The role also requires attending training, providing feedback, supporting coworkers, and adhering to company and client policies. Maintaining productivity and accuracy in the ticketing system is essential.

Requirements

Excellent written and oral Spanish communication skills, including strong listening skills
Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional and courteous manner
Intermediate to advanced computer skills with emphasis on Internet knowledge
Aptitude for providing superior customer care
Must exhibit dependability, adaptability and flexibility
Basic math skills
Creative thinking and reasoning ability

Nice To Haves

Opportunities for professional growth, development, and advancement within the organization
Comprehensive training on hardware and software applications for qualified applicants
Knowledge and experience relating to basic computer applications

Responsibilities

Perform telephone support as scheduled, ensuring customer questions are answered completely, professionally, and responsively.
Complete research and follow-up commitments, resolve open issues, and log all contacts in the appropriate ticketing system.
Perform email and chat support as scheduled, answering and completing assigned messages or contacts.
Address all customer questions and issues in replies and properly enter customer information and resolution in the ticketing system.
Continually strive to improve cognitive and customer service skills, including product proficiency, problem-solving, and communication.
Read, review, and understand support resources provided by the contact center and its clients.
Attend all training classes and complete assigned exercises.
Provide feedback on support issues, resolutions, or suggestions to immediate supervisor or department manager.
Communicate trends, issues, and appropriate solutions to supervisors and management.
Provide procedural advice and assistance to other representatives.
Help maintain and ensure positive working relationships with support clients.
Provide all support functions within the guidelines of the contact center and client policies and procedures.
Maintain departmental productivity standards while exhibiting accuracy in the applicable ticketing system.