Role: Customer Service Representative/ Senior Process Associate
Hours: 8am-6pm Monday-Friday
Location: Aguadilla, Puerto Rico (Onsite)
Job Type: Full Time
Rate: $12/hr.
Job Description:
This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.
Responsibilities:
· Answers incoming calls from queue in a professional and courteous manner
· Assists internal and external customers via email
· Service internal and external customers via customer chat channel
· Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
· Transfers callers to the appropriate departments
· Escalate calls to supervisor as warranted
· Enter appropriate comments and notes within policy database
· Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
· Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
· Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners
· Consistently meet or exceed performance standards outlined in the Customer Service Department career path
Qualifications:
Basic:
· Minimum of 6 months of Customer Service to the general public or call center experience handling in bound calls
· 1 year total experience
· High school diploma or GED required
Preferred:
· Fully bilingual (Spanish and English)
· Prior experience working in a call center environment is a plus
· Excellent verbal and written communication
· High Level of interpersonal skills,including active listening and understanding
· Work on tight deadlines and service levels
· Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
· Excellent computer skills including experience with Microsoft Office products
· Ability to work independently at a quick pace and with a high degree of accuracy
Job Type: Full-time
Pay: $11.58 - $12.00 per hour
Benefits:
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Shift:
Day shift
Morning shift
Work Location: On the road