Job Summary: We are looking for a Bilingual (English/Spanish) Customer Service Representative to provide administrative and technical customer service assistance to various departments, attendants and consumers. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Customer Representative Job Duties:
- Greet consumers, attendants, and the public when they enter the office.
- Answer incoming telephone calls, screen calls, and write electronic tickets to appropriate staff members.
- Utilize Web-Office software to access Pooled Trust member accounts, advise when a Pooled Trust email or fax is received.
- Address all assigned tickets within the expected timeframe required.
- Process voicemails for the Pooled Trust by using ILS and calling the consumers back.
- Assist Supervisor in addressing all abandoned calls to the Pooled Trust.
- May perform other duties as assigned
Qualifications and Experience:
- High School Diploma or General Education Degree (GED).
- One (01) year customer service and call center experience required.
Skills and Competencies:
- Proficient written and oral language skills.
- Ability to maintain confidentiality as per the nature of work.
- Ability to manage multiple projects simultaneously.
- Ability to work independently with minimum supervision.
This is an office-based job and normal business hours are from 9:00 am to 5:00 pm, Monday to Friday.
Job Type: Full-time
Pay: $17.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Multi-line Phones: Have you previously worked with multi-line phone systems or managed high-volume inbound calls?
- Ticketing Systems: Explain your experience using electronic ticketing systems to document and route customer issues.
- Software Proficiency: Which Office software suites (e.g., Web-Office, Microsoft Office) or database tools have you used to manage member accounts or files?
- Time Management: This role requires addressing all tickets within a specific timeframe. How do you prioritize tasks when you have a high volume of emails, faxes, and calls simultaneously?
- Call Screening: How do you politely gather information from a caller to determine which staff member is best suited to help them?
- Voicemail/Outbound Follow-up: Describe your process for returning customer voicemails. What steps do you take to ensure the consumer’s needs are met during a callback?
- Abandoned Calls: If you notice a high number of abandoned calls, what actions would you take to assist your supervisor and improve response rates?
- Confidentiality: Can you provide an example of how you have handled sensitive or confidential information in a previous role?
- Professional Greeting: How do you maintain a professional and welcoming demeanor when greeting the public in person while also managing phone lines?
- Independent Work: Tell me about a time you worked with minimum supervision. How did you ensure your tasks were completed accurately and on time?
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Required)
Work Location: In person
