Bilingual Customer Service Representative (On-Site)

ViaPlus; Austin (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

ViaPlus in Austin, Texas is looking for a dedicated Customer Service Representative to enhance customer relations through effective communication. The ideal candidate will possess excellent phone etiquette and interpersonal skills, coupled with a strong background in customer service.

Responsibilities include answering customer calls, updating records, and resolving inquiries while ensuring a positive customer experience. This position requires bilingual abilities in Spanish and at least one year of customer service experience.

Qualifications

• Must possess strong interpersonal skills and empathy for customers.
• Ability to handle difficult customers and work in a team.
• Excellent attendance and punctuality required.

Responsibilities

• Provide customer service by answering calls and emails.
• Update customer records and resolve complaints.
• Maintain professionalism while handling inquiries and transactions.

Skills

Excellent phone etiquette

Written and verbal communication skills

Customer service skills

Interpersonal skills

Detail-oriented

Computer skills

Education

High school diploma or GED

One year customer service experience

Six months call center experience (preferred)

Bilingual Spanish

Job description

Major Duties And Responsibilities

• Promote positive customer relations with customers and coworkers
• Answer routine and non‑routine customer calls daily
• Provide customer service to walk‑in customers including accepting payments
• 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 all web and email customer correspondence
• Process incoming customer (CSC) transactions
• Respond to customer voicemails
• Provide support for customer service center as needed

Qualifications

• 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 required

Supervisory Responsibilities

There are no supervisory responsibilities in this position.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.