Essential Job Functions/Accountabilities include the following
Handle telephone calls and emails at this time, with future work to include calls, chat, email, Social Media and/or other contact types as assigned.
Respond to general inquiries and resolving concerns; communicate information in a language and at a level that can be readily understood by each customer.
De-escalate problem calls and try to resolve before escalating calls as appropriate to Internal Help Desk or Supervisor.
Create and maintain accurate records on all calls using tracking software during the call.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High School/GED required.
Must be Bi-lingual – with ability to speak and read/write in Spanish/English is required.
Minimum 1-2 years total contact center customer service experience with extensive telephone customer interaction in a high-volume, metrics-driven contact center environment
Previous experience documenting calls in a case management, ticketing or CRM systems is required.