Bilingual Customer Service Representative

Group O; Milan (IL); Presencial; USD 19 000 - 28 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental, Vision

Life Insurance

401(k) Plan with Company Match

Generous Paid Time Off

10.5 Paid Holidays

Career Development Opportunities

FSAs

Resumo da oferta

Group O seeks a bilingual (English/Spanish) Call Center Customer Service Representative in Milan, IL to respond to customer questions with courtesy and accuracy. You will be the first point of contact, handling inquiries, processing orders, and assisting with returns while maintaining customer satisfaction.

The ideal candidate will communicate effectively, resolve issues, and demonstrate a customer-focused mindset amidst a fast-paced environment.

Qualificações

• HS diploma required.
• Basic customer service and phone handling experience.
• Strong communication and listening skills.
• Ability to learn company products and processes.

Responsabilidades

• Receive incoming calls and respond to inquiries, orders, product information, billing questions, account maintenance, or technical support.
• Identify root causes and resolve issues using available resources and knowledge bases.
• Build rapport with customers with empathy, patience, and professionalism.
• Maintain knowledge of products, services, pricing, and promotions; update through training and docs.
• Assist customers with orders, returns/exchanges, tracking shipments, and updating account information.
• Record all interactions in CRM or databases; generate reports to track performance.

Conhecimentos

Bilingual English/Spanish

Verbal communication

Active listening

Problem solving

Typing

Adaptability

Confidentiality

Formação académica

High School Diploma

Descrição da oferta de emprego

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