Spanish Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland; Virginia; On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Hourly rate

Medical, dental and vision benefits

Paid training & PTO

Advancement opportunities

Monthly rewards & recognition programs

Employee Discounts

EAP & Health and Wellness

Job summary

Sutherland seeks a bilingual Customer Service/Emergency Services Representative in Virginia. You will support a public utility client via phone, email, chat, and correspondence, addressing service requests, billing questions, and outage-related inquiries.

Candidates must be fluent in Spanish and English, be available for full-time shifts including weekends, and have strong communication and multitasking skills. Microsoft Office familiarity is expected.

Qualifications

• Must be bilingual in Spanish and English with strong communication skills.
• Experience delivering customer service over phone, email, or chat.
• Ability to multitask and handle urgent inquiries in a fast-paced environment.
• Familiar with Microsoft Office applications and basic computer skills.

Responsibilities

• Handle customer calls, emails, chats, and correspondence related to service and billing.
• Assist customers with outages and emergency service inquiries.
• Educate customers about energy suppliers and energy-choice programs.
• Maintain accurate records and follow policies during 24/7 operations.

Skills

Bilingual Spanish-English

Customer service experience

Multi-tasking

Verbal and written communication

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

We’re Sutherland and we’re seeking Bilingual Customer Service/Emergency Services Representatives. Must be Bilingual in both Spanish/English). Join us and support one of our public utility clients while working with leading technologies and systems as well as a dedicated team of leaders and peers to support you.

Because our client is a public utility, we support them and their customers 24/7. Employees must have full availability to work various shifts and able to work at least one weekend day.

The Emergency Customer Service Representative will deliver excellent customer care and create sustainable value for customers via phone, email, chat, and correspondence. This includes:

• Agents will be handling various types of customer service calls (i.e. service requests, billing questions, energy conservation advice, etc.)
• Will be handling calls related to power outages and other emergency situations.
• Must be an active listener and can leverage probing question skills to provide resolutions.
• Agents will also educate customers on suppliers and energy choice programs.

What we offer:

• Hourly rate
• Medical, dental and vision benefits
• Paid training & PTO
• Advancement opportunities – 80% of our frontline leaders have been promoted from within
• Additional pay incentives as well as monthly rewards & recognition programs
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainerdedicated to Sutherland

• Excellent verbal and written communication skills
• Bilingual in Spanish and English (testing sent upon application submission)
• Fulltime availability
• Driven by solving problems and meeting goals
• Familiar with Microsoft Office
• Experienced in customer service with strong multi-tasking skills
• High school diploma or equivalent

This position must be performed from within the State of Virginia. Employees may not perform work while located outside this region. Compliance with work-location requirements may be verified through company systems, sign-in records, security technologies and identity-verification procedures, including webcam verification as required. About us:

As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.

EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.