Call Center Agent Bilingual

ampliFI Loyalty Solutions; Naperville (IL); Hybrid; USD 33,300 - 40,700; Full time

Benefits offered by this job

Competitive pay plus 401(k) with employer match

Medical, dental, and vision insurance

Tuition Reimbursement

Paid time off, parental leave

Gym access and snacks

Job summary

ampliFI Loyalty Solutions is seeking a bilingual Call Center Agent to provide exceptional customer support. This role involves assisting clients through inquiries and maintaining positive customer relationships over various communication channels.

Responsibilities include guiding customers through Reward Programs and managing multiple tasks in a dynamic environment. Candidates should have excellent communication skills and a high school degree or higher.

The position offers a hybrid work environment and competitive compensation.

Qualifications

• Bilingual in Spanish and English.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and priorities.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Assist members with clients' Reward Programs.
• Provide excellent customer service over the phone, email, and chat.
• Communicate accurately and professionally.
• Handle inbound calls for Reward order entry and support.

Skills

Bilingual Spanish and English communication

Customer service skills

Problem-solving abilities

Data entry and recordkeeping

Education

High school degree or higher

Tools

Basic computer applications

Job description

The role of a Call Center Agent (Bilingual Spanish) is a key part of the ampliFI team, representing clients and delivering on the promise of exceptional cardholder engagement. The position involves creating positive first impressions and building strong, lasting relationships by providing prompt, friendly, professional, and personalized service whether over the phone, via email, or through chat.

Responsibilities include assisting members participating in clients' Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step. This role requires being on-site weekly from Tuesday through Thursday following completion of training.

Training Schedule

The training program begins with a 3-week, paid, in-person session at the Naperville, IL headquarters, held Monday through Friday from 9:00 a.m. to 5:00 p.m. Post-Training Work Schedule Upon completion of the 3-week, in-person training program, participants will have access to one of the following call center schedules:

• Schedule 1: Tuesday to Friday 1:30 pm to 10 pm and Saturday 10:30 am to 7 pm (Sunday/Monday Off)
• Schedule 2: Tuesday to Friday 1:30 pm to 10 pm and Saturday 10 am to 6:30 pm (Sunday/Monday Off)
• Schedule 3: Monday to Thursday 10:30 am to 10 pm and Sunday 10:30 am to 7 pm (Friday/Saturday Off)

Responsibilities

• Ability to comfortably communicate with the members in both Spanish and English
• Serves as the first point of contact, driving exceptional member experiences.
• Guide customers through inquiries by gathering information and leading them toward a resolution.
• Communicate clearly and professionally explaining procedures, answering questions, and offering helpful information.
• Handle inbound calls for Reward order entry, general program support, and website-related assistance.
• Provide accurate details about Reward Loyalty program terms and conditions.
• Make outbound calls to follow up on customer requests or help resolve outstanding issues.
• Participate in outbound call campaigns when needed.
• Deliver every interaction with patience, empathy, and excellent service.
• Juggle multiple systems, client programs, and tasks with ease.
• Uphold company standards by maintaining accuracy, quality, and compliance.
• Stay sharp by reviewing updated Reward descriptions, job aids, and ongoing ampliFI training.

Essential Skills and Experience

• High school degree or higher.
• Excellent verbal and written communication skills, with the ability to explain procedures clearly.
• Proficiency in basic computer applications.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks, systems, and priorities simultaneously.
• Accurate data entry and recordkeeping.
• Conflict resolution and issue escalation skills.

Preferred Skills and Experience

• Familiarity with outbound call campaigns and customer follow-up procedures.

Key Competencies and Attributes

• Empathy, patience, and professionalism in all customer interactions.
• Adaptability and comfort working in a fast‑paced, dynamic environment.
• Positive attitude, resilience, and solution‑oriented mindset.
• Team collaboration and willingness to support peers.
• Attention to detail and commitment to quality.
• Proactive approach to anticipating customer needs and resolving issues.

Work Arrangement

• Based at ampliFI's Naperville, IL Corporate office, this hybrid role requires onsite reporting Tuesday-Thursday weekly.

Physical Requirements

This role involves sitting or standing for extended periods, using computers, phones, and other office equipment. Visual acuity and manual dexterity are needed for reading documents and handling materials. Occasional lifting of items up to 20 lbs. and frequent phone communication is required.

Compensation

The compensation range listed below represents the potential salary for this role at the time of posting. However, the final salary may be higher or lower than the stated range, and this range may be adjusted in the future. An employee's placement within the salary range will depend on various factors, including but not limited to relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue‑based metrics, any applicable collective bargaining agreements, and the needs of the business or organization. The salary range for this role is $18.50/hour.

Benefits and Perks

• Competitive pay plus 401(k) with employer match
• Medical, dental, vision, and life insurance
• Voluntary caf plans, including voluntary life, accident, hospital, critical care, and parking/transit options
• Tuition Reimbursement
• Paid time off, company holidays, and parental leave
• Employee Assistance Program
• Hybrid work environment with flexible hours
• Onsite perks including gym access and snacks
• Employee recognition programs celebrating milestones and achievements
• Growth opportunities within a supportive, team‑oriented environment

ampliFI Loyalty Solutions embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills because we believe that the more inclusive we are, the greater impact we can make together.