Bilingual (Spanish) Customer Service Representative

Aureon • Cedar Rapids, IA

14h • 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 logging all interactions in the appropriate ticketing system. Continuous improvement of customer service skills, product knowledge, and problem-solving abilities is expected. The role also includes providing feedback to management, supporting coworkers, maintaining positive client relationships, and adhering to company and client policies and procedures. Productivity and accuracy in the ticketing system are key performance indicators.

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

Responsibilities

• Perform telephone support as scheduled, ensuring customer questions are answered completely, professionally, and responsively.
• Complete research and follow-up on customer inquiries, resolve open issues, and log all contacts in the appropriate ticketing system.
• Perform email and chat support as scheduled, addressing all assigned messages and contacts.
• Ensure all customer questions and issues are addressed in email and chat replies.
• Properly enter customer information and resolution in the appropriate ticketing system for email and chat support.
• Continually strive to improve cognitive and customer service skills, including proficiency with supported products, problem-solving ability, and communication skills.
• 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.

Benefits

• Opportunities for professional growth, development, and advancement within the organization
• 100% remote working employment model
• Comprehensive training on hardware and software applications for qualified applicants
• Knowledge and experience relating to basic computer applications
• Competitive compensation and full benefits package for full-time employees
• Health, Dental, Vision, and Life Insurance Plans
• 401K
• PTO

What This Job Offers

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