What You’ll Be Doing:

• Handles customer inquiries via inbound calls  
• Builds and maintains business relationships with clients by providing prompt and accurate services to promote customer loyalty  
• Manages and resolves customer complaints; escalates to Management when necessary  
• Provides customers with easily understood answers to product and service information depending on customer situation  
• Identifies and escalates priority issues by asking probing questions and using the Knowledge base software  
• Routes customer requests to appropriate resource  
• Handles all calls according to existing guidelines, and meets department requirements for phone time availability and call quality metrics  
• Documents all call information according to existing guidelines.  

What We Expect You To Have:

• High school Diploma OR a minimum of 3/4 CXC Subjects including English.  
• A minimum of 6 months to 1 year of customer service along with technical experience in a call center setting.  
• Spanish speaking is a must.  
• The ability to type 25 WPM or more.  
• Communication (written and verbal): Strives to speak both English and Spanish, and write clearly and succinctly in a variety of settings; can get messages across to have the desired effect. Strives for closed-loop communication by proactively anticipating “the next question”.  
• Listening Practices: Attentive and active listening; has the patience to hear people out and can accurately restate the opinion of others.  
• Problem analysis and problem-solving: Takes time to properly define the problem and demonstrates patience. Looks beyond the obvious and doesn’t stop at the first answer. Asks others for input.  
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers.  
• Quality Focus: This means having a high level of commitment to not only doing your job but doing it well. Knowing all the ins and outs of our products/services, down to the last detail, means you’ll be able to provide your customers with the most comprehensive and efficient solutions possible.  
• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together.  
• Accountability: Complete the tasks assigned, perform the duties required by the position and be present for proper shifts in order to fulfill or further the goals of the organization.  
• Ability to give full attention to what other people are saying and to actively look for ways to help people  
• Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions  
• Expected working knowledge of a PC (internet browser, remote desktop access, etc.), be able to use more than one screen.