Bilingual Customer Support Specialist

7 days ago

Allentown, Pennsylvania, United States iQor Full time
Onboarding Day at our designated location:
**BILINGUAL SPANISH REQUIRED**
**CALL CENTER EXPERIENCE REQUIRED**
**REMOTE WORK AVAILABLE AFTER INITIAL ONBOARDING**
BENEFITS:
  • Potential for performance-based bonuses and salary increases.
  • Comprehensive health benefits after a brief waiting period - including Medical, Dental & Vision.
  • Paid time off available after a specified duration.
  • Retirement savings plan.
  • Tuition assistance program.
  • Incentive program for employee referrals.
  • Discount programs for employees.
Position Overview:
We are looking for courteous and professional Customer Support Specialists to represent our clients by delivering exceptional service to their customers over the phone. The Customer Support Specialist will manage a significant volume of inbound and outbound calls, aiming to create a positive experience for each caller. Specialists will actively listen to customers to comprehend their inquiries, address all questions, and provide accurate and efficient responses.
Key Responsibilities:
  • Flexible availability for training and production hours is essential.
  • Production hours: Monday to Saturday – between 8:00 AM – 8:00 PM EST (8-hour shifts - 5 days a week).
  • Training structure:
    • Initial Onboarding Day - 9:00 AM - 4:30 PM.
    • Subsequent training will be conducted virtually - Monday to Friday - between 6:00 AM - 6:00 PM EST (8-hour shifts - 5 days a week).
  • Ensure high-quality performance to meet established standards.
  • Handle inbound and outbound calls effectively.
  • Engage customers with enthusiasm and positivity.
  • Foster strong relationships with clients, customers, and fellow team members based on trust and reliability.
  • Work towards meeting or exceeding call center performance metrics while delivering excellent customer service.
  • Strive for first-call resolution and take ownership of customer inquiries and issues.
  • Communicate effectively to resolve customer concerns in a single interaction.
  • Provide outstanding customer service through timely and effective resolution of various inquiries.
Required Skills:
  • Bilingual Spanish proficiency is mandatory.
  • Previous experience in a customer service call center environment is essential.
  • Able to thrive in a fast-paced digital environment.
  • Capable of working independently as well as collaboratively within a team.
  • Excellent voice quality and a professional demeanor are required.
  • Strong problem-solving abilities.
  • Ability to maintain accuracy and meet production standards.
  • Demonstrate empathy and compassion towards customers.
  • Consistent physical attendance is crucial for success.
Device & Remote Work Requirements:
  • A personal smartphone is necessary for multi-factor authentication.
  • Company-provided computer equipment will be supplied for work purposes.
  • A dedicated, quiet workspace at home is required after training.
  • Wired Ethernet connection to the modem or router is mandatory (no wireless connections).
  • Minimum internet speed requirements: 10 Mbps download / 5 Mbps upload.
Educational Qualifications:
A high school diploma, G.E.D., or equivalent is required.
Physical Requirements:
Occasionally lift or move objects weighing up to 10 lbs. Visual acuity is necessary for data analysis and computer terminal use. Ability to speak, listen, type, and sit for extended periods is required.

About iQor:

iQor is a leading provider of customer engagement and technology-enabled business process outsourcing solutions. With a diverse workforce across multiple countries, we collaborate with some of the world's most recognized brands to deliver comprehensive product and customer support solutions. Our innovative technology, logistics, and analytics platforms empower us to enhance brand interactions, streamline business processes, and achieve operational efficiencies that result in superior outcomes for our partners.

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