Bilingual Customer Service Representative - Contact Center

Description

About the Role

This position provides customer service support for our PCs for People customers. The primary responsibility of the Customer Service Representative is to provide customer service support in English and Spanish to customers through phone, email, and chat in a contact center setting. It is important to be courteous, polite, and helpful to customers.

This is a full-time, in person position . The schedule will be 10am-6pm Monday through Friday.

Key Role Responsibilities

• Answer customer inquiries primarily through inbound phone calls, assisting with any questions following established policies and procedures
• Answer customer inquiries through email or chat as needed
• Common inquiry types include but are not limited to:
  • Account and order creation
  • Program eligibility information and document verification
  • Order status updates
  • Internet & computer troubleshooting
• Meet or exceed contact center performance metrics such as Average Handle Time, cases/calls per hour, Customer Satisfaction Score, Availability or schedule adherence, etc.
• Assist with individual and small group PCs for People projects as needed
• Assist in other tasks as needed

Requirements

Required Qualifications

• Fluent in English and Spanish
• High School Diploma or equivalent
• Excellent communication skills both written and verbal
• Excellent interpersonal and customer service skills
• Basic understanding of administrative and clerical procedures and systems
• Interest in computers, internet, people, and technology
• Passion for making a positive impact in the community
• Possess the ability to have grace when working under pressure and navigating ambiguity
• Enjoy working with a wide variety of people in many different situations
• Self-directed, self-motivated, strong analytical thinker

Benefits

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment. We offer full health benefits (medical, dental, vision), 401k matching, disability insurance, life insurance, and PTO.

Equal Employer Opportunity.