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Customer Support Representative-Bilingual Spanish/English

3 months ago

Lehi, United States Avetta Full time

SUMMARY

The Supplier Success Professional for Worker Management will assist in developing and maintaining a world-class prequalification and Learning Management System (LMS) for clients, suppliers and contract workers while being the first point of contact for all Avetta customers.This role requires being fully fluent in Spanish and English.

The first four weeks of training will be Mon-Fri 8 am- 5 pm Mountain time. After training, the shift will be Mon-Fri 4 pm - 12:30 am Mountain time.

Training will be in person if within commutable distance to one of our offices. The role would be remote after training.

Pay rate: $16.50 USD/hour

This position starts on August 5th.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide professional support to all Avetta customers
  • Ability to resolve complex issues with focus on customer experience
  • Interact directly with Avetta customers through telephone, email and chat if applicable
  • Prioritize and resolve customer needs
  • Accurately verify details on regulatory documents
  • Support and explain customer billing and subscription terms
  • Record details of interactions in Service Cloud (SFDC)
  • Provide necessary outbound follow-up, both via phone and email
  • Communicate and coordinate with internal departments
  • Work as a team and be a positive addition to Avetta's culture
  • Perform other duties as assigned
  • May be required to attend training, meetings, or seminars
  • Delight and ensure customer satisfaction

MINIMUM QUALIFICATIONS:

  • High school diploma or equivalent required
  • Call center experience is a plus
  • Excellent communication skill - both written and orally
  • Working PC knowledge, windows preferred and related applications
  • An affinity for learning online software systems
  • Interpersonal skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Adaptability
  • Self-Motivated
  • Stress tolerance
  • Ability to learn and apply new information or skills

METRICS THAT MATTER:

  • Customer Satisfaction (CSAT) Survey Scores
  • Number of calls, chats and cases as defined by department
  • Quality Scores
  • Adherence & Productivity
  • Regular and Predictive Attendance