Multilingual Customer Service Specialist

5 days ago


Upper Marlboro, Maryland, United States Net America Corporation Full time
Job Overview
The Net.America Corporation is a leading provider of program management, information systems, and multi-channel contact centers to Federal government agencies. As a Bilingual Customer Service Representative, you will be responsible for delivering exceptional customer service to clients in a fast-paced environment.

About the Role
This position involves handling incoming requests from customers/stakeholders via various channels, including telephone, email, online, fax, and in-person. You will use scripted and unscripted questions to collect information, provide explanations, and resolve customer inquiries. Your ability to troubleshoot and problem-solve will be essential in resolving complex issues. Additionally, you will document calls using a problem management database (ticket system) and maintain history records.

Responsibilities
* Answer, evaluate, and prioritize incoming requests for assistance
* Interview customers/stakeholders to collect information and resolve inquiries
* Provide clear explanations/information in easy-to-understand language
* Handle problem recognition, research, isolation, resolution, and follow-up for routine inquiries
* Document calls using a problem management database and maintain history records

Requirements
* 1-2 years of call center experience
* High School Diploma or equivalent
* Ability to identify problems, troubleshoot, and be a problem solver
* Quality focus and ability to conduct thorough analysis
* Self-motivated and desire/ability to learn new topics quickly
* Customer service focus and excellent communication skills

Salary and Benefits
This position offers an estimated salary of $45,000 - $60,000 per year, depending on experience. The Net.America Corporation also provides benefits, including health insurance, paid time off, and professional development opportunities.

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