Full-Time Spanish/English Bilingual Customer Support Professional - El Paso - (M - F, No Weekends) $17.75/hr

General Dynamics Information Technology

7d•Hybrid

About The Position

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being trusted to deliver your best every day. We think. We act. We deliver. There is no challenge we can’t turn into opportunity. And our work depends on a Full-Time Customer Support Professional joining our rapidly growing team of contact center professionals in El Paso, TX. At GDIT, people are our differentiator. As a FULL-TIME CUSTOMER SUPPORT PROFESSIONAL, you will be trusted to utilize your root cause analysis and problem solving skills to manage inbound calls, online chats, and messages in our state-of-the-art contact center. In this role, a typical day will include: · Answering incoming phone calls, chats, and messages on behalf of client; providing accurate and appropriate information to callers · Assisting customers by researching issues, exploring answers, and providing information and alternative solutions · Identify, diagnose, and resolve customer issues, escalating complex issues as necessary · Simultaneously managing multiple inquiries via chat as needed · Placing outbound customer service or customer satisfaction calls, as required by client · Completing call guides; gathering and verifying required information · Adhering to established customer service and documentation standards within required time frames

Requirements

High school diploma or G.E.D.
Zero or more years of customer service or other telephone experience
Ability to simultaneously oversee multiple customer inquiries and manage competing priorities in a fast-paced contact center environment
Texas resident living within a 60 mile radius of our El Paso facility
Ability to read, write, and speak Spanish and English fluently
Ability and willingness to work and train onsite as required
Ability and willingness to work any full-time shift during our hours of operation (M-F, 6 am - 7 pm MST)
Access to high speed wired internet connection
Access to a quiet work environment free from distractions
Ability to pass a criminal background check, drug screening, and credit check
US Citizenship

Nice To Haves

One or more years of contact center experience highly preferred
Demonstrated experience adhering to contact center scheduling

Responsibilities

Answering incoming phone calls, chats, and messages on behalf of client; providing accurate and appropriate information to callers
Assisting customers by researching issues, exploring answers, and providing information and alternative solutions
Identify, diagnose, and resolve customer issues, escalating complex issues as necessary
Simultaneously managing multiple inquiries via chat as needed
Placing outbound customer service or customer satisfaction calls, as required by client
Completing call guides; gathering and verifying required information
Adhering to established customer service and documentation standards within required time frames

Benefits

Competitive pay plus benefits
M-F work schedules, no weekends, no late nights
An opportunity to support a mission that keeps our nation safe and secure
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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