Bi-Lingual Call Center Representatives - Passion for Non Profit Industry Required

Location: Jacksonville
Posted on: January 14, 2021

Job Description:

Bi-Lingual (Spanish/English) Contact Center Specialist

Position Overview

This position serves as a key interface with customers via inbound or outbound calls, email and/or chat for the purpose of answering questions related to the application. This position reports to a Contact Center Team leader or Operations Manager.

Principal Duties and Responsibilities

? Greet callers in a courteous, friendly, and professional manner using agreed upon procedures

? Listen attentively to customer needs and concerns; demonstrate empathy

? Meet customer requirements through first contact resolution, wherever possible

? Confirm customer understanding of the solution and provide additional customer education as needed

? Prepare complete and accurate work and update customer file

? Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

? Effectively transfer misdirected customer requests to an appropriate party

? Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

? Participate in activities designed to improve customer satisfaction and business performance

? Use decision-support tools to respond to common customer work/service order inquiries and requests

? Prepare customer correspondence

? Solve problems using agreed upon procedures

? Maintain basic knowledge of services

We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

Keywords: , Jacksonville , Bi-Lingual Call Center Representatives - Passion for Non Profit Industry Required, IT / Software / Systems , Jacksonville, Florida