Bilingual Customer Service Representative

1 week ago

Tampa, Florida, United States ValorVIP Full time
Job Title: Bilingual Contact Center Representative

About the Role:

We are seeking a highly motivated and customer-focused Bilingual Contact Center Representative to join our team at ValorVIP. As a Bilingual Contact Center Representative, you will be responsible for providing exceptional customer service to our clients, handling inbound and outbound calls, and resolving customer issues in a timely and professional manner.

Key Responsibilities:

  • Handle inbound and outbound calls in a courteous and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Recognize sales opportunities and apply sales skills to upgrade
  • Respond to all inquiries consistent with confidentiality and privacy policies
  • Research systems to find missing information and coordinate with other departments to resolve issues
  • Follow processes of the client program and perform all tasks in a courteous and professional manner
  • Respond effectively to all forms of inbound and outbound contacts
  • Investigate and resolve complex and escalated issues resulting from multiple channels
  • Complete research of beneficiary contact history and report findings to management
  • Listen to contacts, understand their needs, and resolve issues
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions and maintain updated knowledge of the program
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Ensure first call resolution through problem-solving and effective call handling
  • Attend meetings and trainings and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements

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 competitive compensation and a comprehensive benefits package, including 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
  • 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

Equal Opportunity Employer:

ValorVIP is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment where all employees feel valued and supported.

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