Bilingual CSR
smartlinecoreservicesprivate, Austin, TX, United States
Position Name: Bilingual Customer Service Representative
Position Type: Contract to Permanent
Position Location: 2500 Ridge Point Drive Suite C, Austin, TX (78754)
MAJOR DUTIES AND RESPONSIBILITIES
Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.
Facilitate resolution of delinquent account balances through structured support and communication
Engage delinquent account holders to establish payment plans, resolve disputes, and reduce overall delinquency rates
Evaluate overdue accounts and confirm whether they meet Prohibition criteria
Answer routine and non‐routine customer calls daily
Acquire a working knowledge of our database.
Communicate effectively with a variety of people across various levels both within and outside the organization.
Consistently meet established productivity, schedule adherence and quality standards.
Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
Provide information about products and services.
Maintain customer records by updating account information.
Follow communication procedures, guidelines, and policies.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Must follow all company rules and procedures.
Ability to deal with customers in a courteous, polite, and professional manner at all times.
Respond to customer voicemails
Provide support for customer service center as needed
Other job duties/responsibilities as assigned
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Excellent phone etiquette
Excellent written and verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our clients
Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills
Must possess strong interpersonal skills
Have compassion and empathy for customer situations and excellent listening skills.
Have excellent customer service skills with the ability to build and maintain customer relationships
Be energetic, self‐motivated, and quick‐thinking
Can work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment
Ability to read and comprehend normal instructions, correspondence, and memos
Must be able to organize and write correspondence and memos in a logical/methodical manner
Ability to effectively present information to customers, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Excellent computer skills required, including knowledge of various Microsoft Office programs
Ability to handle difficult customers or situations
Ability to work varied shifts.
EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree (GED)
A minimum of one-year Customer Service Experience required
A minimum of six months of Call Center experience preferred
Bilingual Spanish is a Mandatory
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities in this position.
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Facilitate resolution of delinquent account balances through structured support and communication
Engage delinquent account holders to establish payment plans, resolve disputes, and reduce overall delinquency rates
Evaluate overdue accounts and confirm whether they meet Prohibition criteria
Answer routine and non‐routine customer calls daily
Acquire a working knowledge of our database.
Communicate effectively with a variety of people across various levels both within and outside the organization.
Consistently meet established productivity, schedule adherence and quality standards.
Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
Provide information about products and services.
Maintain customer records by updating account information.
Follow communication procedures, guidelines, and policies.
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Must follow all company rules and procedures.
Ability to deal with customers in a courteous, polite, and professional manner at all times.
Respond to customer voicemails
Provide support for customer service center as needed
Other job duties/responsibilities as assigned
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Excellent phone etiquette
Excellent written and verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our clients
Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills
Must possess strong interpersonal skills
Have compassion and empathy for customer situations and excellent listening skills.
Have excellent customer service skills with the ability to build and maintain customer relationships
Be energetic, self‐motivated, and quick‐thinking
Can work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment
Ability to read and comprehend normal instructions, correspondence, and memos
Must be able to organize and write correspondence and memos in a logical/methodical manner
Ability to effectively present information to customers, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Excellent computer skills required, including knowledge of various Microsoft Office programs
Ability to handle difficult customers or situations
Ability to work varied shifts.
EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree (GED)
A minimum of one-year Customer Service Experience required
A minimum of six months of Call Center experience preferred
Bilingual Spanish is a Mandatory
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities in this position.
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