Bilingual Customer Service Representative- Work From Home

North End Teleservices LLC; Omaha (NE); Remote; USD 19,000 - 25,000; Full time

Benefits offered by this job

Work from home

Training fully remote

Competitive pay

Equipment provided

Paid holidays after 60 days

Medical, dental, and vision insurance

Disability insurance after 60 days

Life insurance ($25,000)

Promotion from within

Job summary

North End Teleservices LLC is seeking a bilingual Customer Service Representative to handle inbound calls and emails from customers. The role emphasizes active listening, empathy, and clear communication in Spanish and English, with a Work From Home setup.

Responsibilities include researching inquiries, documenting details, and routing issues to appropriate resources, all while meeting productivity metrics.

Qualifications

• High school diploma or equivalent required.
• Fluent in Spanish and English (read/write/speak) is required.
• Minimum 6 months of customer service/administrative/telemarketing experience.
• Must type at least 20 WPM.

Responsibilities

• Respond to inbound customer contacts via voice and email.
• Research information and resolve inquiries using available resources.
• Provide accurate information per program guidelines.
• Enter information into applicable system and document interactions.
• Escalate and route calls to appropriate resources as needed.
• Provide follow-up contact/inquiries when necessary.
• Meet and strive to exceed productivity standards.

Skills

Bilingual Spanish/English

Excellent communication

Multi-tasking

Interpersonal skills

Typing 20 WPM

KPIs/metrics oriented

Organized

Education

High School diploma or equivalent

Tools

Excel

Word

Windows OS

Contact center tech

Job description

Under general supervision, the bilingual customer service representative will take inbound calls as necessary to assist their customers with answering frequent questions, providing detailed information, processing of customers concerns and inquires. Our bilingual customer service representatives must practice active listening, be empathic and the ability to always communicate clearly with the customer in a positive and professional manner.

• This position is Work From Home **

Benefits

• Work from home!
• Training is fully remote. No commuting to our offices in Omaha!
• Competitive pay!
• Equipment is provided!
• Paid holidays once you meet 60-days criteria.
• Medical, dental, and vision insurance, as well as short-term and long-term disability insurance offered after 60 days.
• $25,000 life insurance policy which is paid for by North End Teleservices. Plus, additional insurance options for life and hospitalization!
• As a growing company, we strongly focus on promoting from within our existing employees.

Job Duties

• Respond to inbound customer contact/inquiries via multimedia channels including but not limited to voice and email.
• Research required information and resolve inquiries using available resources.
• Accurately provide customers with information in accordance with the program they are working.
• Enter information into applicable system.
• Identify and escape issues as appropriate.
• Re-route/redirect calls to appropriate resources if applicable.
• Provide follow-up customer contact/inquiries where necessary.
• Document all information according to standard operating procedures and quality assurance guidelines.
• Meet/achieve productivity standards.

Preferred Skills

• Must have excellent communication skills and be fluent in Spanish and English, to assist our customer.
• High School diploma or equivalent required.
• Minimum 6 months customer service/administrative/telemarketing experience required.
• Must be able to speak and read English and Spanish clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators/metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks

Requirements

Fluent in Spanish and English is a REQUIREMENT for this job role

• Must be able to navigate various systems and browsers.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Excellent typing skills must type minimum twenty.
• Strong Computer skills with proficiencies in Excel and Word.
• Excellent command of the Spanish and English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers: personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative-taking in offering solutions and assistance. These factors have the biggest influence on our customer experience and are measured through quality monitoring and continuous improvement.
• Must have reliable internet.
• Work Environment: Must have a quiet, distraction-free workspace with no background noise during scheduled shifts.

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.

This position has no supervisory responsibilities.

Proprietary & Confidential Statement: This document and the information disclosed within, including the document structure and contents, are confidential and the proprietary property of North End Teleservices, LLC. No part of this document may be disclosed in any manner to a third party in whole or in part and is prohibited without the prior written permission of North End Teleservices, LLC.