Bilingual (Spanish/English) Customer Service Representative

TKC Holdings, Inc.; San Antonio (TX); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with company match

Paid time off

Tuition reimbursement

Paid training

Career advancement opportunities

Life insurance

AD&D coverage

Voluntary benefits

Job summary

TKC Holdings, Inc. is hiring a Bilingual Call Center Agent (Spanish/English) to deliver exceptional customer service via inbound and outbound calls for the PSPC product. The role requires handling customer inquiries, explaining offerings, and quoting rates.

You will work on-site with a schedule Sun-Weds 8am-7pm, type at least 45 WPM, and use Word/Outlook daily. Prior CS experience and strong communication are essential to success in this position.

Qualifications

• Must have a high school diploma or equivalent. Some college preferred.
• 1 year certificate from college or technical school or 2–4 years customer service experience.
• Must type 45 WPM or faster.
• Strong verbal and written communication skills; experience with Word and Outlook preferred.
• Experience with Excel is a plus.

Responsibilities

• Answer inbound calls for Inmate Calling Solutions' PSPC product.
• Explain product offerings and quote rates, open accounts, answer questions.
• Enter customer information into the Agent Interface and process payments.
• Place outbound calls to provide excellent service and resolve issues.
• Report customer complaints to technical/ops staff for resolution.
• Perform general duties as assigned.

Skills

Bilingual Spanish/English

Customer service

Typing 45 WPM

Verbal and written communication

Education

High school diploma or equivalent

College/technical school certificate

Some college education

Tools

Microsoft Word

Outlook

Excel

Job description

Wage Rate

$17.50/hour

Work Location

On-Site

Overview

TKC Holdings, Inc.-comprised of Trinity Services Group, Keefe Group, and Courtesy Products - is a mid-market respected leader in the corrections and hospitality industries for more than 40 years. With thousands of team members across the country, we continue a tradition of innovation, integrity, and success. TKC is committed to delivering excellent products and services, exceeding customer expectations, and empowering the career development of every team member.

As a subsidiary of TKC Holdings, Inc. and Keefe Group, ICSolutions (ICS) has been a leading provider of innovative telecommunications products and exceptional customer service to correctional facilities across the nation.

Benefits

We care about our employees and offer benefits that support your health, finances, and career growth.

• Medical, Dental & Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO)
• Tuition Reimbursement
• Paid Training
• Career Advancement Opportunities
• Life Insurance & AD&D Coverage
• Voluntary Benefits including Short-Term Disability, Long-Term Disability, Critical Illness, Accident Coverage, and more.

About This Position

The Bilingual Call Center Agent (Spanish/English) will provide excellent customer service via answering inbound calls from and completing outbound calls to existing and new customers.

Must be able to work: Sun-Weds 8am-7pm

Essential Functions, Duties, and Responsibilities

• Answer incoming calls for Inmate Calling Solutions' Point-of-Sale Prepaid Collect (PSPC) product.
• Assist customers in a courteous manner by explaining the product offering, quoting rates, opening accounts, and answering general service questions.
• Enter customer information into Agent Interface and post payments, including interfacing to the Premise Based equipment of necessary.
• Complete customer investigations and place outbound calls to provide the best possible customer service.
• Reporting customer service-related complaints to technical and operational staff for diagnosis and resolution.
• General duties as assigned.

What You'll Need

• High school diploma or equivalent required, some college education is preferred.
• One year certificate from college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Must type 45 WPM or faster.
• Must have 2-4 years of customer service experience and have the ability to handle calls in a courteous but efficient manner.
• Must possess excellent verbal and written communication skills - experience with Microsoft Word and Outlook is preferred.
• Must have the ability to perform basic accounting functions - experience with Excel is a plus.

EEO Statement

Equal Employment Employer as to all protected groups, including protected veterans and individuals with disabilities.

We maintain a drug-free workplace.

A copy of our Privacy Policy and CA Employee Privacy Notice can be found here: https://tkcholdings.com/privacy-policy-108