CS Representative, Bilingual English – Spanish

Job Description:

• Answers telephone call inquires and promotes the organization’s products and services in English and Spanish
• Researches and resolves customer concerns and complaints to ensure retention and satisfaction
• Answers customer calls, in a large variety, with timeliness and accuracy
• Identifies and assesses customer needs to provide accurate solutions
• Escalates issues to supervisors as required and as appropriate
• Provides accurate, valid and complete information by utilizing the right tools
• Meets personal and team accuracy, call targets and call handling quotas
• Follows communication guidelines and policies
• Correctly utilizes internal documentation and leadership team members for solutions
• Acts as a customer advocate
• Recommends process and product improvements and feedback
• Actively participates in team meetings, coaching sessions, one on ones, and other meetings
• Performs other duties as assigned

Requirements:

• High School diploma or equivalent education
• Minimum of one (1) year of customer service experience
• Fluent and clear written and verbal communication in English and Spanish
• Experience in Microsoft Office Suite preferred
• Ability to ensure compliance with company policies and applicable federal and state regulations
• Ability to maintain confidential information and knowledge of confidential matters
• Ability to work on a team and as an individual contributor
• Individual must be open to learn about and understand ‘niche’ industry
• Effective, consistent and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
• Ability to change course easily – knows when to be patient and when to push while working in the “gray”
• Self-starter, self-motivator, detail-oriented, highly organized
• Must be personable and approachable, demonstrate professionalism and active listening skills at all times
• Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
• Expert prioritization skills
• Motivated to excel, competitive in nature and does not confuse “efforts” with “results”
• Demonstrates and maintains flexibility and adapts to changes within industry and company
• Preferred Experience and/or Education: Knowledgeable in technology; Knowledgeable in horse-racing

Benefits:

• 30 Day Waiting Period