Bilingual Call Center Customer Service Representative

Orientation Day Onsite at our Allentown, PA location :

7350 Tilghman Street

Allentown, PA 18106

3rd floor

BILINGUAL SPANISH (READ & WRITE) REQUIRED + $1 Language premium!

CALL CENTER EXPERIENCE REQUIRED

WORK AT HOME AFTER ONSITE ORIENTATION DAY!

PERKS :

• Opportunity for bonuses and raises based upon performance.
• Full Health benefits after 45 days - Medical, Dental & Vision.
• Paid time off after 90 days.
• 401K.
• Tuition Reimbursement.
• Referral Incentive Program.
• Employee Discounts Program!

Job Summary :

We are searching for polite, professional Customer Service Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone.

The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller.

Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

Responsibilities :

• Target Hire Date : November 25th, 2024 (or sooner depending on background clearance).
• Required work schedule :
• 8 Shifts, 5 days a week between Monday - Saturday - 8 : 00am - 8 : 00pm EST (Late shift comes with a + $1 Shift Differential!)
• Paid Training is :
• ONSITE FIRST DAY ONLY - 'ORIENTATION DAY' - 9 : 00am - 4 : 30pm
• Rest of Training is VIRTUAL - Monday - Friday - 9 : 00am - 6 : 00pm
• Must ensure high quality performance to adhere to high quality standards.
• Inbound & Outbound dialer calls
• Greet customers with energy and enthusiasm.
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
• Meet department productivity and quality standards.
• Strive for first call resolution and take true ownership of customer needs and issues.
• Communicate and follow instructions for one call customer resolution.
• Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.

Skills Requirements :

• Bilingual Spanish (read & write) required.
• Experience in a customer service call center environment required.
• Ability to work in a fast-paced digital environment
• Must have ability to work independently and in a team environment.
• Must have excellent voice quality and present a professional demeanor and ability to maintain a helpful / knowledgeable tone on all calls handled.
• Problem solving skills.
• Ability to maintain accuracy and production standards.
• Ability to demonstrate empathy and compassion.
• Physical attendance is key to success and necessary to meet objectives.

Device & Work at Home Requirements :

• A personal smartphone is required for a multi-factor authentication app download.
• We provide the computer equipment while you work for us.
• After onsite training is completed, a dedicated workspace located within your own residence which is quiet, a place you will not be disturbed and where there are no noises from your surroundings during work hours is required.
• The computer provided requires an Ethernet connection to your modem or router (no wireless).
• Minimum 10 Mbps download / Minimum 5 Mbps upload speed

Education Requirements :

High school diploma, G.E.D., Trade / Vocational School certificate or equivalent required.

Physical Requirements :

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data;

and / or viewing a computer terminal. Speak, listen, type and / or sit for extended periods of time.