Spanish Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland; Virginia Beach (VA); On-site; USD 19,000 - 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 programs

Job summary

Sutherland in Virginia Beach seeks bilingual Emergency Customer Service Representatives to support a public utility client. This role handles calls, emails, chats for service requests, outages, billing questions, and energy conservation guidance.

You must be fluent in Spanish and English, be available full-time including weekends, and have strong communication and multitasking skills. We offer benefits, paid training, and opportunities for advancement.

Qualifications

• Fluent bilingual in Spanish and English; testing available after application.
• Full-time availability, including weekends and holidays as needed.
• Strong problem-solving and goal-oriented mindset.
• Proficient with Microsoft Office applications.
• Customer service experience with multitasking ability.

Responsibilities

• Handle various customer service calls (service requests, billing, energy tips).
• Answer calls related to power outages and emergency situations.
• Listen actively and use probing questions to resolve issues.
• Educate customers about energy suppliers and programs.

Skills

Bilingual Spanish/English

Communication skills

Customer service

Multitasking

Verbal and written communication

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.

Job Description

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 trainer dedicated to Sutherland

Qualifications

• Excellent verbal and written communication skills
• Bilingual in Spanish and English (testing sent upon application submission)
• Full time 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

Additional Information

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.