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Bilingual Customer Service Representative
2 months ago
We are seeking a highly skilled and experienced Bilingual Customer Service Representative to join our team at Green Dot. As a Corporate Resolutions Specialist, you will be responsible for resolving escalated customer-initiated issues to the highest professional standards.
Key Responsibilities- Manage customer escalations and complaints to excellent professional standards and within company terms and policies.
- Receive and respond to inbound and outbound contacts to ensure all queues are maintained and service levels are met.
- Work proactively with business units, partners, and vendors to manage issues through to complete resolution in a timely manner.
- Identify and recommend solutions to improve processes and products by capturing, reporting, and analyzing systematic issues.
- Proactively make recommendations to address root causes of escalations and complaints.
- Share information and knowledge with team members to recognize and reduce repeated issues.
- Capture customer contact information accurately and concisely within data capture systems.
- Follow escalation and complaint procedures to ensure all customer escalations and complaints are tracked and relevant parties are informed.
- Utilize tools to ensure customers receive relevant information and identify knowledge gaps and outdated policy/procedure.
- Support employees and executives with resolving customer issues.
- Maintain contact with other relevant customer groups within the company to ensure support for resolution of customer issues.
- Minimum 3 years of customer service experience required.
- Bilingual (English/Spanish) required.
- Ability to communicate effectively with all levels of management and company personnel.
- Demonstrated negotiation and conflict management skills.
- Proficiency in MS Outlook, Word, PowerPoint, and Excel required.
- Previous corporate escalations or higher tier experience desired.
- Exceptional problem-solving and organizational skills.
- Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric environment.
Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
