Bilingual Customer Service Representative
Respond to customer requests and questions regarding service,
products and account information, analyzing and rectifying customer
concerns using established procedures in English and one other
language such as Spanish or French.
? Confer with customers by telephone or in person to provide
information about products or services, take or enter orders,
cancel accounts, or obtain details of complaints.
? Keep records of customer interactions or transactions, recording
details of inquiries, complaints, or comments, as well as actions
? Check to ensure that appropriate changes were made to resolve
? Determine charges for services requested, collect deposits or
payments, or arrange for billing.
? Refer unresolved customer grievances to designated departments
for further investigation.
? Review insurance policy terms to determine whether a particular
loss is covered by insurance.
? Contact customers to respond to inquiries or to notify them of
claim investigation results or any planned adjustments.
? Resolve customers' service or billing complaints by performing
activities such as exchanging merchandise, refunding money, or
? Compare disputed merchandise with original requisitions and
information from invoices and prepare invoices for returned
? Obtain and examine all relevant information to assess validity of
complaints and to determine possible causes, such as extreme
weather conditions that could increase utility bills.
? Active Listening ? Giving full attention to what other people are
saying, taking time to understand the points being made, asking
questions as appropriate, and not interrupting at inappropriate
? Speaking ? Talking to others to convey information
? Service Orientation ? Actively looking for ways to help
? Persuasion ? Persuading others to change their minds or
? Reading Comprehension ? Understanding written sentences and
paragraphs in work related documents.
? Critical Thinking ? Using logic and reasoning to identify the
strengths and weaknesses of alternative solutions, conclusions or
approaches to problems.
? Writing ? Communicating effectively in writing as appropriate for
the needs of the audience.
? Coordination ? Adjusting actions in relation to others'
? Negotiation ? Bringing others together and trying to reconcile
? Computers and Electronics ? Knowledge of office software
including MS Word, Excel and Outlook
? Title: Job Zone Two: Some Preparation Needed
? Education: high school diploma
? Related Experience: Some previous work-related skill, knowledge,
or experience is needed. For example, a teller would benefit from
experience working directly with the public.
? Job Training: Employees in these occupations need anywhere from a
few months to one year of working with experienced employees. We
are an equal employment opportunity employer and will consider all
qualified candidates without regard to disability or protected