Bilingual Customer Service Representative

Group O; Milan (IL); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Paid Time Off

Paid Holidays

Career Development

Flexible Spending Accounts

Job summary

Group O is hiring a Bilingual Call Center Customer Service Representative in Milan, IL to respond to customer questions with courtesy and efficiency. You will be the first point of contact handling inquiries, orders, and billing while delivering accurate information.

The role requires fluent English and Spanish, strong communication and problem solving, and the ability to work in a fast-paced environment. You will work full time with benefits including health coverage and a 401(k) plan.

Qualifications

• High School Diploma or equivalent required.
• Basic customer service experience preferred.
• Familiarity with data entry and basic computer apps.
• Ability to work in a fast-paced call center environment.

Responsibilities

• Answer inbound calls to assist customers with inquiries, orders, and billing.
• Listen to concerns and resolve issues using company resources and knowledge bases.
• Build rapport and provide professional, courteous service.
• Stay up-to-date on products, pricing, and promotions.
• Process orders, returns, and account updates accurately.
• Log interactions and outcomes in the CRM system.
• Collaborate with other departments to resolve complex inquiries.
• Suggest process improvements to enhance customer experience.

Skills

Bilingual English/Spanish

Verbal communication

Active listening

Problem solving

Empathy

Data entry

Customer service

Education

High School Diploma

Job description

Department: Call Center

Employment Type: Full Time

Location: Milan, IL (4905)

Reporting To: Kimberly Castillo-Cisneros

Compensation: $17.00 / hour

Description

Group O is seeking a Bilingual (English/Spanish) Call Center Customer Service Representative responsible for efficient and courteous responses to customer questions and concerns. As a Bilingual Call Center Customer Service Representative, you will play a vital role in delivering exceptional customer service experiences to individuals who contact our organization on behalf of our clients for assistance. Acting as the first point of contact, you will manage a variety of inquiries, provide information, resolve issues, and ensure customer satisfaction through effective communication and critical thinking skills. The ideal candidate for this role will possess effective communication skills, problem-solving abilities, and a customer-focused mindset.

Key Responsibilities

Essential Functions

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Expected hours of work

• Ability to work a set schedule with the flexibility to work extra hours or a modified work schedule to meet business needs.

Education/Certifications

Job Qualifications

• High School Diploma

Experience

• Basic customer service and phone handling experience.

Skills And Qualifications

• Strong verbal communication skills, with the ability to convey information clearly, concisely, and professionally.
• Active listening skills and the ability to empathize with customers while remaining calm and composed under pressure.
• Excellent problem-solving abilities and a willingness to take ownership of customer issues until a resolution is achieved.
• Familiarity with basic computer applications and proficiency in typing and data entry.
• Adaptability to work in a demanding environment with shifting priorities and a diverse customer base.
• Commitment to maintaining confidentiality, integrity, and professionalism in handling customer interactions and sensitive information.

Physical Requirements: N/A

Benefits

• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Accounts (Medical and Dependent Care)
• 401(k) Plan with Company Match
• Generous Paid Time Off
• 10.5 Paid Holidays
• Career Development Opportunities