Bilingual (Spanish) CSR (call center experience)

The Bilingual Customer Service Rep position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of customer service representatives to meet overall call center objectives and enhance the customer service function to exceed customers’ expectations.

The CSR should be focused on quality of calls and ensuring the customers are pleased. The quantity of calls are there and will be increased during certain times so the CSR needs to be prepared for high call volume.

• MUST be a Spanish speaking CSR able to upsell customers/clients are products and services!
• MUST be able to handle 100+ calls per day on high volume call days.

Responsibilities:

Communicates concise and accurate information.

Establishes customer accounts by documenting service type, pricing, billing, and other required information.

Confirms understanding of customer needs, issues, and requests.

Serves as the customer’s advocate by solving problems on the customer’s behalf by engaging the right department and people within the company.

Escalates more complex issues to appropriate level.

Uses authorized system to gather information, provide information, and/or update customer records.

Provides standard information and education regarding service options, charges, billing, and contracts.

Adheres to service and operational standards established for the call center, including quality, productivity, Service Machine, safety and timeliness goals.

Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.

Strives to meet or exceed service and operational goals established for the call center, including productivity, quality, and timeliness goals.

Qualifications

Other Knowledge, Skills or Abilities Required

Excellent verbal, written and analytical skills

Computer skills – MS Office, data entry skills 

Professional phone etiquette

Ability to multi task.

Ability to react well under pressure and treats others with respect

Identifies and resolves problems in a timely manner

Prioritizes and plans work activities

Focuses on solving conflicts and listening to others without interrupting

Is consistently at work and on time

Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards.

Balances team and individual responsibilities and helps build a positive team spirit

Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments.

Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.

Education and Experience:

Education: Some college or associates degree preferred

Experience: Customer Service Experience ( call center experience)

Benefits:

Full time employees receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance, Short Term Disability, Company match (3%) on 401K, and more! Our employees also receive Paid Vacation, Holidays, etc.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Bilingual candidates who are Spanish Speaking candidates please

Hourly Pay: $14-16/hour depending on experience. Annual Salary is between $29k-33k

Location: Denver office-Located in North Denver 

Shift Hours: 6:30-3:30 or 7:30-4:30 M-F , no after hours or weekend work

Full time benefits, holiday pay, vacation, and 401k matching are offered once employee is eligible. 

This position requires a drug test, background check, and reliable transportation. 

Interview Process: 1. Phone Interview with Recruiter and In person meeting

                                      Phone Screen with CSR Manager and HR Director

                                   2. In person interview with CSR Manager, HR Director, and Management

Start Date: Immediate pending clear background check and drug test