Bilingual Call Center Customer Service Agent

Fortuity Calling, LLC•Phoenix, AZ

10d•Hybrid

About The Position

Bilingual Customer Support Representatives will provide tier 1 basic information to benefit requestors for federal government client. Escalating more specialized or specific inquiries to the appropriate parties. At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents.

Requirements

High school diploma or equivalent required
1 year of customer service experience required
Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
Excellent verbal and written communication skills including active listening
Ability to type 4000 keystrokes per hour – proof of testing may be required
Service-oriented and able to resolve customer concerns
Proficient computer skills with the ability to learn new software and operate multiple screens
Ability to clearly explain policies and programs, apply problem-solving skills, and resolve the inquiry/request effectively
Excellent emotional intelligence to empathize with customers and acknowledge their concerns
Must be at least 18 years old
Must be a US citizen
Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position

Nice To Haves

Call center experience, highly preferred

Responsibilities

Interact with customers via telephone or email communications regarding case information in a professional and courteous manner
Utilize client resources to provide accurate information regarding inquiries or services
Follow required call scripts, authentication procedures, and identity verification protocols
Accurately enter and document caller-provided information in designated systems accurately while the caller is on the phone
Safeguard personally identifiable information (PII) and other sensitive or confidential information at all times
Escalate issues beyond the agent's scope to the appropriate party, providing contact information and guidance when necessary
Comply with all federal security, privacy, confidentiality, and workplace policies
Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
Participate in required training, certifications, and ongoing quality monitoring
Identify call trends and report to leadership
Perform other related duties as assigned
Accept coaching and performance feedback to improve customer experience and operational performance
Maintain a professional, respectful, and customer-focused demeanor in all interactions, including calls received in crisis situations, and/or from abusive callers