Representative, Bilingual Customer Care
Description
Shift: Tues - Fri 7am-4:30pm
Position Summary: Offer exceptional customer service by providing inbound callers with expert product guidance and create a positive experience that will build and strengthen relationships with current and future customers. Additionally, respond to electronic and written correspondence. Bilingual customer care representative will be required to communicate verbal and written in English and Spanish, or a language designated when hired.
Essential Job Functions:
- Maintain status to accept telephone and electronic constituent orders and requests. Listen to and analyze customer communication to offer appropriate sales recommendations of products that support organizational objectives.
- Able to be active and available to pray with callers at a minimum of 85% of scheduled ACD (Automotive call distribution) hours during a scheduled time.
- Input customer requests into database. Research and review billing, product, or shipping questions. Follow-up with constituent, as necessary in both English and language designated at hire date.
- Read and analyze incoming e-mails and correspondence of both spiritual and business nature and respond according to written procedures.
- Extract mail and perform scanning processes, as necessary.
- Accept and direct inbound calls to the appropriate department or service.
- Regular Attendance. Defined in the department as less than 9 points.
- Able to be empathetic and nonjudgmental when addressing sensitive and complex issues related to crisis situations.
- On occasion, be able to handle sensitive subject matters with professionalism, empathy, and discretion. This may include caller circumstances involving topics such as domestic violence; trauma, abuse; suicide; death; personal health, sexual health; and other sensitive issues that may arise during communications with those individuals in crisis who reach out for prayer. Associates will be provided training on how to handle said situations should they arise.
- Adhere to all company policies and procedures including all safety guidelines.
- Utilize electronic time management system to input time and attendance.
- This may be a work-from-home position, in which case the team member will be required to attend on-site training and special events as requested.
Non-Essential Job Functions:
- Maintain confidentiality of all work.
- Make outbound calls as required.
Qualifications
Education: Minimum high school diploma or GED equivalent.
Experience:
- Minimum one-year customer service experience, preferably in a call-center environment.
- Demonstrated effective interpersonal and verbal communication skills including phone skills.
- Excellent organizational skills and ability to multi-task efficiently.
- Fluent Bilingual (Spanish/English) skills.
- Excellent communication and interpersonal skills, with the ability to effectively interact with those in crisis, as well as with individuals at all levels of the organization.
Computer Skills:
- Minimum intermediate end-user of MS Office: MS Word, MS Excel, and MS Outlook.
- Proficient with internet research and mobile device applications.
- Minimum intermediate end-user of database systems to maintain client account information.
- Excellent keyboarding skills.
Other Requirements:
- Fluent bilingual (Spanish and English) skills preferred, when indicated. Fluency includes reading, writing, and speaking both languages.
- Complete human resources skills testing: MS Word and MS Excel
- If bilingual skill is indicated, human resources skills testing: Spanish-English Translation
- An active data plan with a reputable mobile service provider or a landline, ensuring reliable and secure access to the company's data center for login authentication.
Competency Statements:
- Quality: Able to provide high quality services and products while consistently seeking ways to improve outcomes and enhance service.
- Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions.
- Values: Able to promote a safe and inclusive environment of integrity and honesty.
Work Environment & Physical Requirements
|
Activity |
Frequency |
|
Inside Work |
C |
|
Outside Work |
N/A |
|
Use of Hands/Fingers |
C |
|
Lifting/Carrying (up to 25 lbs) |
O |
|
Climb- Stairs/Ladders |
N/A |
|
Reach: Overhead |
O |
|
Sitting/Workstation |
C |
|
Traveling |
N/A |
|
Exposure to Hazards |
N/A |
|
Excessive Noise |
N/A |
|
Exposure to Temperatures |
N/A |
|
Operate Computer |
C |
|
Talk/Communicate |
C |
|
Operate Company Vehicles |
N/A |
|
Taste/Smell |
N/A |
|
Standing/Walking |
O |
|
Stoop/Kneel/Crouch/Crawl |
O |
|
Read/See/Hear |
C |
|
Operating Equipment: Mail Opening/Extractor Equipment, Copier |
O |
|
Other Equipment |
N/A |
|
Personal Protective Equipment |
N/A |
|
|
|
|
N/A Not Applicable Activity - Not applicable to this occupation O Occasionally Position requires this activity up to 0-27% of the time (02.5 or < hrs/day) F Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day) C Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day) |
|
Additional Information
Work Environment: Office Environment
Acknowledgment
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
