Overnight Customer Care Representative Bilingual Preferred

PLS•Oak Brook, IL

5d•Onsite

About The Position

The Customer Care Representative is responsible for servicing internal and external customers by providing information about financial products and services and customer concerns. The Customer Care Representative is a trusted source responsible for all customer service interactions focused on the total customer experience. The Customer Care Representative is instrumental in enhancing the customer experience by providing high-quality service at every interaction and ensuring customer concerns are being handled appropriately while working in a dynamic, fast-paced environment.

Requirements

Minimum of one or more years of customer service experience
High school diploma or equivalent
Customer service-oriented with the ability to handle difficult situations.
Excellent customer service and organizational skills
Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
Strong skills to analyze, prioritize, and/or establish a resolution for customer inquiries
Computer literacy in Microsoft Windows operating system and Microsoft Office
Ability to work flexible hours, including evenings and holidays as required to support business initiatives
Ability to complete efficient data entry
Ability to establish and maintain effective working relationships with peers, customers, and management
Ability to readily accept and adapt to changes in work environment, priorities and regulations
Ability to work both independently and as a team member
Excellent written and oral communication skills

Nice To Haves

Previous Contact Center experience is a plus
The ability to communicate clearly and effectively in Spanish is a plus

Responsibilities

Address escalated customer inquiries in a timely manner.
Determine the cause of customer’s concerns; explain the best solution for the customer’s concern; expedite correction or adjustment and follow-up to ensure resolution.
Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
Educate customers by answering product and service questions and suggesting information about other products and services.
Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
Maintain a comprehensive knowledge of PLS products and services.
Maintain a polite and professional telephone manner.
Meet Quality Assurance requirements and other key performance metrics.
Other duties as assigned by management.