Bilingual Customer Service Representative

4 weeks ago

Wichita Falls, Texas, United States Mass Markets Full time
Job Title: Bilingual Customer Service Representative

At Mass Markets, we are seeking a highly motivated and customer-focused Bilingual Customer Service Representative to join our team. As a Bilingual Customer Service Representative, you will be responsible for providing exceptional customer service to our clients in a fast-paced, dynamic environment.

Key Responsibilities:
  • Handle inbound customer calls, emails, and live chats in a courteous and professional manner.
  • Listen to customers, understand their needs, and resolve customer issues in a timely and effective manner.
  • Escalate customer issues to the appropriate staff and management as needed.
  • Ensure first call resolution through problem-solving and effective call handling.
  • Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
  • Utilize knowledge base and training to accurately answer customer questions.
  • Create and maintain customer CRM records with accurate call details.
  • Accurately document call resolution in appropriate systems.
  • Strictly follow client process for handling financial issues and inquiries.
  • Comply with requirements surrounding confidential information and personal information.
  • Follow all required scripts, policies, and procedures.
  • Adhere to all attendance and work schedule requirements, including all scheduled training.
Requirements:
  • Must be 18 years of age or older.
  • High school diploma or equivalent.
  • Excellent organizational, written, and oral communication skills.
  • The ability to type swiftly and accurately (20+ words a minute).
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Basic understanding of Windows operating system.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • The ability to evaluate, troubleshoot, and follow-up on customer issues.
  • An aptitude for conflict resolution, problem-solving, and negotiation.
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious).
  • Ability to multi-task, stay focused, and self-manage.
  • Strong team orientation and customer focus.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.
Preferred Qualifications:
  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment.
  • State or Federal work experience.
Compensation and Benefits:

We offer a competitive compensation package, including a base salary, bonus, and benefits. Our benefits package includes medical, dental, and vision coverage options, paid time-off, regular raises, advancement opportunities, and a fun, engaging work environment.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

Conditions of Employment:
  • Must be authorized to work in the country where the job is based.
  • Subject to the program and location of the position.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
  • Must be willing to submit to drug screening.
Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mass Markets to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Equal Opportunity Employer:

At Mass Markets, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at Mass Markets are based solely on a person's merit and qualifications.

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