• Job Description

  Req#: 1256020984
  Job Description
  Job Summary:
  
  THIS ROLE REQUIRES SPANISH/ENGLISH BILINGUAL
  
  The Customer Service Agent is responsible for providing high-quality customer service by handling inbound interactions via phone, email, and chat communication channels. This role assists customers with inquiries, service requests, troubleshooting, billing, and account-related concerns while ensuring adherence to company policies, service standards, state compliance requirements, and performance metrics. The ideal candidate demonstrates strong communication skills, problem-solving ability, strong sense of empathy, and a commitment to delivering a positive customer experience while still ensuring company and state compliance. Candidates must also have proficient computer skills, customer service expertise, and the capability to work independently.
  
  Job Type: Full-time- Remote Customer Service Representative in Contact Center.
  
  SCHEDULE REQUIREMENTS:
  
  • Our Contact Center operates 7 days a week, 24 hours per day, including all holidays
  • Work schedules are determined based on the needs of the company and may consist of 4 weekdays plus 1 weekend day, 5 weekdays, or 3 weekdays along with 2 weekend days
  • Training classes for the Contact Center run Monday through Friday for 5 weeks, with daily 8-hour sessions (timing may vary between 8 AM and 8 PM EST
  • ALL schedules are assigned when position is offered and will not be altered within the first 90 days unless company business needs require a change in different hours or days.
  
  Duties/Responsibilities:
  
  • Handle inbound and follow-up customer interactions through phone and digital communication channels.
  • Respond to customer inquiries in a timely, accurate, and professional manner.
  • Deliver high-quality, personalized customer service while maintaining a professional and supportive approach.
  • Promote and reinforce the company's brand by helping customers navigate services and supporting their return to normal daily activities.
  • Accurately document customer interactions, including inquiries, concerns, transactions, and actions taken within the appropriate systems.
  • Identify unresolved issues and escalate them to the appropriate department or authorized resource when necessary.
  • Assist customers with billing-related questions, appointment scheduling, and troubleshooting as needed.
  
  
  Experience and Skills
  Skills/Abilities:
  
  • Excellent communication, customer service, interpersonal and typing skills.
  • Ability to work efficiently and effectively in a multi-task high call volume environment.
  • Effective and accurate decision-making skills.
  • Demonstrated successful telephone service techniques specifically with troubleshooting, issue resolution, and de-escalation.
  • Proficient in Microsoft Office: Word, Outlook, Excel.
  • Must have ability to incorporate developmental feedback from management.
  • Must have the ability to quickly Adapt to change.
  • Bilingual is a plus
  • • Understanding of performance metrics and the ability to work within a metrics-driven environment
    • Proficiency in Microsoft Office applications, including Word, Outlook, Excel, and Teams
    • Strong technical knowledge with the ability to troubleshoot basic computer or system issues independently
    • Strong verbal communication skills, including active listening and the ability to demonstrate empathy with customers.
  
  Education and Experience:
  
  High School Diploma or GED
  
  Min of 2 years in Call Center Customer Service role or Tech Support preferred; 1 year of Call Center or transferable skill set required.
  
  WORK FROM HOME REQUIREMENTS:
  
  Employee is required to provide equipment that meets company specifications (computer, headset, and internet). Employees must be available to provide personal computer & headset to work from home (that meets company required specs).
  
  
  • Windows 11, Intel Processor i5-4440 2.1ghz, Memory 16gb Ram, Hard Drive 50GB Free Space, Web Browser - Microsoft Edge or Google Chrome
  • MacOS 14.0 Sonoma, Apple Processor M3, Memory 16gb, Hard Drive 50GB Free Space, Web Browser - Google Chrome
  • Chrome Book CANNOT be used
  
  * Working on a computer camera during training, meetings, etc.
  
  * Wired internet connection encouraged at a regular internet speed (example-DSL or Cable Connection - No Dial Up).
  
  * Dual Monitor recommends.
  
  * Must be self-disciplined to provide professional conversational experience for all customers and meet all requirements for working during scheduled hours/shifts.
  
  Physical Requirements (With or without reasonable accommodation):
  
  • Sitting: 75-100%
  • Standing: 75-100 %
  • Fine Motor Movements: 75-100 %
  
  
  *** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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