Spanish Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland•Virginia Beach, VA

About The Position

The Emergency Customer Service Representative provides customer care for a public utility client through phone, email, chat, and written correspondence. The role handles general customer-service requests, billing questions, energy-conservation advice, power outages, and other emergency situations. Representatives use active listening and probing questions to identify needs and resolve customer issues, and educate customers about suppliers and energy-choice programs. This role supports a client operating 24/7 and requires full availability for various shifts, including at least one weekend day. Work must be performed from within Virginia; employees may not work while located outside the state. Work location may be verified using company systems, sign-in records, security technologies, and identity-verification procedures, including webcam verification as required.

Requirements

Bilingual in Spanish and English; language testing is sent upon application submission.
Excellent verbal and written communication skills.
Full-time availability for various shifts and at least one weekend day.
Problem-solving orientation and ability to meet goals.
Familiarity with Microsoft Office.
Customer-service experience and strong multitasking skills.
High school diploma or equivalent.
Must perform work from within the State of Virginia.

Responsibilities

Provide customer care through phone, email, chat, and correspondence.
Handle customer-service calls about service requests, billing questions, and energy-conservation advice.
Handle calls related to power outages and other emergency situations.
Use active listening and probing questions to resolve customer issues.
Educate customers about suppliers and energy-choice programs.