Job Description

Job Title: Bilingual Customer Service Representative

Duration: 3+ months (Temp to Perm)

Location: Jefferson LA 70121

Shift : first shift

Job Purpose:

• The Bilingual Customer Service Representative will provide personalized and competent customer service to internal and external customers inquiring about purchases and payments.
• Responds to inquiries, resolve complaints and provide contractual information via phone or email.
• Take the initiative to communicate with internal departments to clarify contractual purchase and payment details. Performs administrative and clerical Customer Care duties.

Job Description:

• Answers to incoming customer calls; patiently and attentively listen to customers' concerns and questions to identify the core needs.
• Reiterates the identified concerns or needs to ensure agreement.
• Clearly communicate resolution options and periods.
• Enters incoming callers contact information, issues, and resolutions in software.
• Provides service that meets service level agreements (SLAs).
• Responds to billing inquiries, quotes balance, payoff information, and processes paid in full notifications.
• Accept payments over the telephone as well as through the mail, complying with privacy and regulatory guidelines.
• Contact various departments to verify or clarify cemetery property or funeral service purchase and agreement to resolve inquiries accurately and timely.
• Discuss and escalate advanced cases to management for input or resolution.
• May initiate outbound customer calls to provide issue resolution or follow up.
• Completes responsibilities within company policies, procedures, and compliant with regulations.
• May maintain Customer Care processes, procedures, and job aids.
• Recommends efficiencies to management with the outcome to improve.

Key Performance Metrics :

• Take the initiative to learn and remain current on company products and industry terminology to facilitate customer issue resolution.

Qualifications:

• High School Diploma or GED Experience
• At least two (2) years of Customer Service experience
• Experience using call center phone software a plus.
• Call Center experience A PLUS
• Bilingual in Spanish
• (Professional verbal and written communication skills with the ability to remain steadfast under duress)

Job Tags

Similar Jobs