Bilingual Customer Service Agent

emergemarket.com; Town of Texas (WI); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic and innovative team as a remote bilingual customer service representative, where you will provide exceptional customer support and solutions to clients. This role involves managing a high volume of calls, addressing customer needs, and ensuring satisfaction while adhering to company policies. You'll work with a supportive team that values integrity and quality service. If you are driven by success and have a passion for helping others, this is the perfect opportunity for you to thrive in a flexible work-from-home environment.

Qualifications

• Minimum of one year of high-volume call center experience required.
• Bilingual in Spanish and English is essential for this role.

Responsibilities

• Manage inbound and outbound calls while ensuring customer satisfaction.
• Document customer interactions and follow up on resolutions.

Skills

Customer support experience

Strong phone contact handling skills

Active listening

Verbal communication skills

Written communication skills

Interpersonal communication skills

Multitasking

Problem-solving

Bilingual Spanish/English

Tools

Windows

Microsoft Office

Automatic dialer

Job description

Job Type: Full Time – Work from Home

Hours: Vary from 7 AM- 11 PM M-Sun

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Job Summary:

We are looking for remote bi-lingual customer-oriented service representatives who provide high-level customer service solutions to all customers/clients daily. Answer all incoming calls and make outgoing calls specific to each program or project you are assigned, using the tools provided by AnswerNet and the client to properly document all customer interactions, while maintaining a sense of integrity regarding both the company and the customer while adhering to all company policies and procedures.

Job Duties / Responsibilities / Essential Functions:

1. Manage large amounts of inbound calls and make consistent outbound calls.
2. Identify and assess customers’ needs to achieve satisfaction.
3. Provide accurate, valid, and complete information by using the right methods/tools.
4. Meet personal/customer service team sales targets and call-handling quotas.
5. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution.
6. Keep records of customer interactions, process customer accounts, and file documents.
7. Follow communication procedures, guidelines, and policies.
8. Take the extra mile to engage customers.

Required Knowledge /Skills / Abilities / Qualifications:

1. Proven customer support experience or experience as a client service representative.
2. Track record of over-achieving quota.
3. Strong phone contact handling skills and active listening.
4. Customer orientation and ability to adapt/respond to different types of characters.
5. Must be a strong communicator: strong verbal, written, and interpersonal communication skills.
6. Ability to multitask, prioritize, and manage time effectively.
7. Proficient in typing.
8. Must be a peer leader: exemplary attendance, positive attitude, professional conduct, and high-level customer service skills.
9. Solution-Oriented CSR: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience.
10. Computer Skills: familiarity with Windows, and Microsoft Office, and the ability to quickly learn new software with provided training.
11. Flexibility with scheduling and work hours.
12. Driven by Success: they want to innovate and push themselves constantly, and their team, to be the best in the industry.
13. Experience working with an automatic dialer.
14. Must be computer literate.
15. Pleasant phone demeanor.
16. Minimum of one year of previous high-volume call center experience.
17. Bilingual Spanish/English.
18. Experience in BOTH inbound and outbound environments.

WAH Requirements:

1. PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible).
2. Hard-wired high-speed internet connection (ethernet cable).
3. USB-connected Headset.
4. Webcam.
5. A quiet dedicated place to work free from distractions including pets and children.