Customer Experience Specialist - Bilingual (English/Spanish)

Thomas and Company • Nashville, TN

1d

About The Position

The role o f Customer Experience Specialist - Bilingual (English/Spanish) is to support the verifications line of business by answering all customer inquiries via phone, chat, and email while assisting clients with their needs related to T&C. This includes fielding inquiries for the UCM line of business and directing callers to the appropriate resource. Answer chat i n quiries, lo g calls, h andle co m plaints, tro u blesho o t p roble m s and pro v ide directi o ns, and send post call follow up . This position is eligible for participation in the Company's incentive bonus plan. In addition, the role includes eligibility for a commitment-based bonus. Details regarding the incentive structure and eligibility criteria will be shared during the interview or offer process.

Requirements

• Bilingual - Fluent in both English and Spanish.
• Hi g h School Diplo m a or equivalent.
• 1-2 years' e xperience in a C a ll C enter role.
• Equivalent combination of education and experience will be considered.
• Proven trac k rec o rd o f takin g high volume calls daily.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
• Able to think outside the box and solve problems creatively.
• Deliver above-and-beyond customer service across all support channels with professional communication and a brand ambassador mindset.
• A thoughtful/professional communicator (both online and offline) who understands the importance of tone.
• Empathetic and able to adapt your communication style to best suit your audience.
• Highly organized and attentive to detail.
• A well-rounded team player who takes ownership of your work.
• Must be flexible with a "can do" attitude and a willingness to assist with varying tasks to support the business needs as they arise.
• Notice even the smallest trends and pain points in our work, then brainstorm solutions to improve each customer's experience.
• Become an expert in all things verifications, as well as T&C company processes and policies. The better we know ourselves, the better we can build top notch customer relationships.
• Use Zoom to interact with your teammates, management, and other departments.
• Able to h andle sensiti v e and confidential inf o r m ati o n appropriately.
• Able to take i n itiati v e a n d wor k independe n tl y with little super v ision.
• Excited to be the face of T&C and build strong customer relationships.
• Agile and able to adapt to changes in processes, policies, and tools used.
• Punct u al and m aintain excellent attendance and adherence to schedule including scheduled breaks.
• Must be proficie n t in MS Word, MS Ex c el, O u tloo k
• Abilit y to d eal w ith stressf u l situations to achieve desired business results.

Nice To Haves

• Customer service chat experience is a plus.
• Zendesk experience is a plus.

Responsibilities

• Manage high volume of inbound calls, chats, and emails with efficiency and accuracy.
• Follow Call Center "Proce d ures" while meeting or exceeding productivity and quality metrics.
• I dentif y caller's needs, clarif y inf o r m ation, and direct t h e caller p ro v idin g a s o l u ti o n and or res o lution , including follow up as needed.
• Support verifications line of business with tasks as identified by management including but not limited to indexing, routing, completing, and/or returning verifications.
• I dentif y and escalate priorit y issues to m ana g e m ent, while m aintainin g a professi o nal d e m eanor at all ti m es with inboun d callers.
• Other duties as assigned.

What This Job Offers

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