Bilingual Spanish/English Customer Service Agent Remote

AnswerNet; Florida; Remote; USD 32,000 - 46,000; Full time

Job summary

AnswerNet is seeking remote bilingual customer service representatives to provide high-level support to all clients daily. You will answer inbound calls and make outbound calls, documenting interactions using client tools while upholding company policies.

This full-time role requires weekend hours, strong communication, multitasking, and a proven track record of meeting targets. A quiet home office, reliable internet, and a headset are required.

Qualifications

• Proven customer support experience or client service background.
• Track record of exceeding quotas and targets.
• Strong verbal, written and interpersonal communication skills.
• Ability to multitask, prioritize and manage time effectively.
• Bilingual Spanish/English required; inbound and outbound experience preferred.
• Proficient typing and computer literacy; willing to learn new software.

Responsibilities

• Handle large volumes of inbound calls and perform outbound calls as needed.
• Identify customer needs and provide accurate, complete information.
• Document interactions accurately using company tools and systems.
• Meet individual and team sales/service targets and quotas.
• Address complaints and follow up to ensure resolution.
• Maintain records, follow procedures, and adhere to policies.

Skills

Customer service

Quota attainment

Communication

Multitasking

Typing

Attendance

Interpersonal skills

Leadership

Integrity

Problem solving

Time management

Bilingual Spanish/English

Tools

Windows

Microsoft Office

Automatic dialer

Job description

Job Type: FT Work from Home

Hours: mainly weekends Sat/Sun after hours as needed

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:

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

Required Knowledge /Skills / Abilities / Qualifications:

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Must be a strong communicator: strong verbal, written, and interpersonal communication skills
• Ability to multitask, prioritize, and manage time effectively
• Proficient in typing
• Must be a peer leader: exemplary attendance, positive attitude, professional conduct, and high-level customer service skills
• 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
• Computer Skills: familiarity with Windows, and Microsoft Office, and the ability to quickly learn new software with provided training.
• Flexibility with scheduling and work hours
• Other requirements may vary as management determines.
• Driven by Success: they want to innovate and push themselves constantly, and their team, to be the best in the industry
• Experience working with an automatic dialer
• Must be computer literate
• Pleasant phone demeanor
• Minimum of one year of previous high-volume call center experience
• Bilingual Spanish/English
• Experience in BOTH inbound and outbound environments

WAH Requirements:

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

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.