Bilingual Inbound Call Center Customer Service Representative

• Handle inquiries and assist customers with questions and/or concerns regarding the program (by telephone and email)
• Using available resources/systems research and provide accurate responses to customers
• Manage and resolve customer complaints, issues and concerns
• Provide customers with product and service information/instruction
• Make notations in system
• Update customer/account information
• Route calls to correct place
• Follow up customer calls when necessary
• Document all call information according to standard operating procedures

• Excellent communication skills (verbal and written in both Spanish and English)
• Excellent listening skills
• Ability to handle customers professionally and efficiently
• Ability to show empathy to customers and quickly resolve their issues/concerns
• Ability to resolve issues to benefit both customers and the company
• Ability to fact-find, analyze and problem-solve and attention to detail
• Customer service orientation
• Sound judgment
• Stress tolerance
• Team player
• Fast learner
• Ability to multitask
• Previous customer service experience in inbound call center environment (minimum 2 years)
• HS Diploma
• BA/BS is plus
• Knowledge of call center telephony and technology
• Good data entry and typing skills
• Understanding customer service/care

BA/BS is plus