Bilingual Call Center Representative, Spanish-English

Job Description: • Handle inbound and outbound contacts in a courteous, timely, and professional manner • Listen to customers, understand their needs, and resolve customer issues • Bilingual proficiency required: fluent in English and Spanish. • Utilize systems and technology to complete account management tasks • Accurately document and process customer claims in appropriate systems • Follow all required scripts, policies, and procedures • Utilize knowledge base and training to accurately answer customer questions • Comply with requirements surrounding confidential information and personal information • Appropriately escalate customer issues with the managerial team • Ensure first call resolution through problem solving and effective call handling • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes • Adhere to all attendance and work schedule requirements Requirements: • High School Diploma/GED • Experience with data-entry utilizing a computer • The ability to read and speak English and Spanish fluently • Have a wired, high-speed internet connection (Download speed of 20Mbps+) (If working for a work-at-home project) • Excellent organizational, written, and oral communication skills • The ability to type swiftly and accurately (20+ words a minute) • Ability to work regularly scheduled shifts within our hours of operation including the training period. • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications • Highly reliable with the ability to maintain regular attendance and punctuality • The ability to evaluate, troubleshoot, and follow-up on customer issues • An aptitude for conflict resolution, problem solving and negotiation • Must be customer service oriented (empathetic, responsive, patient, and conscientious) • Ability to multi-task, stay focused, and self-manage • Strong team orientation and customer focus • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent • Excellent interpersonal skills and the ability to build relationships with your team and customers • Preferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment Benefits: • Paid Time Off : Earn PTO and paid holidays to take the time you need. • Incentives & Rewards : Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars! • Health Benefits : Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. • Retirement Savings : Secure your future with retirement savings programs, where available. • Disability Insurance : Short- and long-term disability coverage is available to help protect you during unexpected challenges. • Life Insurance : Access life insurance options to safeguard your loved ones. • Career Growth : With a focus on internal promotions, employees enjoy significant advancement opportunities. • Paid Training : Learn new skills while earning a paycheck. • Fun, Engaging Work Environment : Enjoy a team-oriented culture that fosters collaboration and engagement. • Casual Dress Code : Be comfortable while you work. Apply tot his job