Lead Bilingual Customer Service Lead

Equus • Houston, TX

4h • Hybrid

About The Position

This position involves comprehensive customer service and administrative support, focusing on assisting job seekers and career changers. Key duties include responding to business phones and virtual chats, scheduling appointments, performing client follow-ups via various communication channels, and managing client information in specialized databases with a high accuracy rate. The role also entails creating referrals for internal and external partners, conducting client outreach, tracking customer engagement activities, and assisting with general office tasks such as copying, scanning, distributing materials, and assembling informational packets. The individual will also support management with scheduling and calendar management, with duties potentially varying based on programmatic assignments.

Requirements

• High School diploma or General Education Diploma and one to two years clerical and/or customer service experience in an office setting
• Proficient in Microsoft Windows and Office (Word, Excel, PowerPoint)
• Excellent grammar, spelling, and typing skills
• Strong interpersonal skills and the ability to communicate clearly and professionally
• Friendly, professional demeanor on various platforms (in-person, phone, virtual)
• The ability to maintain confidentiality is a must
• Experience in a fast-paced, team environment that is performance driven
• Excellent organizational skills and strong attention to detail
• Ability to use various electronic systems to carry out duties and responsibilities
• Must interact one-on-one and in groups with individuals from a diverse range of backgrounds
• Ability to work independently both in-person and remote with strong reporting requirement on progress
• Bilingual in Spanish required
• Valid Driver's License in good standing and proof of current automobile insurance required

Nice To Haves

• Additional education preferred

Responsibilities

• Responds to business phones including directing callers to appropriate staff, responding to voicemail messages left after hours within 24 hours of receipt, scheduling client appointments and reaching out clients who fail to report for appointments.
• Respond to virtual chat directing chat participants to appropriate resources via referral or direct engagement
• Client follow up via phone, text, email, etc. 72 hours following initial contact.
• Engage with system-wide referral database, creating referrals for a diversity of internal and external partners.
• Manage client information in a specialized database that includes follow-up appointment with 95% accuracy rate and route and close out cases in database within 24 hours.
• May perform client outreach duties
• Tracks and reports on customer engagement activities
• Assist with copying, scanning projects as needed, sort and distribute materials as needed
• Assemble informational materials or packets as requested
• Assist with general reports, including data gathering via the computer system, printed reports or other available information
• Duties may vary depending on programmatic areas of assignment
• Assists in scheduling activities
• Conducts additional customer outreach to ensure engagement throughout the service participation processes
• Supports management with scheduling appointments and managing unit calendars
• Other duties as assigned

Benefits

• extensive learning opportunities
• networking programs
• committed to providing a work environment in which everyone is included, treated fairly and with respect

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees