Customer Service New Associate - Bilingual: English/Spanish

Accenture•Saint Petersburg, FL

76d•$22 - $22•Remote

About The Position

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. Job Description: The Customer Service New Associate - Bilingual: English/Spanish will leverage call center experience serving as Tier1 Agent to deliver excellent customer service thru incoming / outgoing phone, email and chat inquiries from customers, process applications and resolve customer disputes with a positive outcome. The right candidate may be shared among multiple projects, delivering excellent customer service during high peak times that requires a pivotal mindset and enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and working in a team environment. Agent must be fluent in both English and Spanish. All training and systems agents interact with are in English, and there is no translation.

Requirements

Selected candidate must reside within 100 miles of posted office location
Must be flexible to support projects based on volume. Project operation hours vary from Monday - Friday in 8 hour shifts. Projects in varying time zones: 8:00 am-5:00 pm PT, 7:00 am-7:00 pm MT, 7:00 am-8:00 pm CT, 8:00 am-6:00 pm ET
Internet access sufficient to handle calls received via the internet
Quiet and private remote work location
Minimum of 2 years' experience in customer service
Minimum of 1 years' experience as a call center agent
Minimum of 6 months of Accenture Health & Public Services experience
Proficiency in the Spanish language

Nice To Haves

Former transaction processing experience
Prior transaction processing experience
Proficiency with computers: experience using the internet, Microsoft Office (Excel, Word, Outlook, and Teams)
Listening, verbal, and written communication experience

Responsibilities

Adjust to new to varying project assignments as required - may require shift changes
Answer incoming phone calls, chats, and/or emails
Conduct outreach phone calls and/or emails
Provide outstanding customer service
Recognize and follow call flows with scripts
Research and review customer inquiries
Research information using multiple systems
Manage customer contact while balancing the entry and reviewing all customer documentation
Successfully achieve individual production metrics and contribute to the success of the broader teams goals
Maintain compliance and adhere to quality standards aligned to reduce operational risk
Protect the privacy of clients while using multiple data sources and systems
Identify and escalate appropriate issues
Clearly document call information and encounters in call logs
Recognize and alert management of risk and trends
Quickly transition from one task to another
Maintain a professional demeanor
Other duties as assigned