Spanish/English Customer Care Associate

2 weeks ago


Lehi, Utah, United States Avetta Full time

POSITION OVERVIEW

The Bilingual Customer Support Specialist will play a vital role in fostering a premier prequalification and Learning Management System (LMS) for our clients, suppliers, and contract workers. This individual will serve as the primary contact for all customers, ensuring their needs are met with excellence.

This position necessitates full fluency in both Spanish and English.
The initial training period will occur Monday through Friday from 8 am to 5 pm Mountain time. Following training, the work schedule will shift to Monday through Friday from 4 pm to 12:30 am Mountain time.
Training will be conducted in person for those within a reasonable commuting distance to our offices. Post-training, the role will transition to a remote format.

COMPENSATION:
$16.50 USD/hour

KEY RESPONSIBILITIES:
Deliver exceptional support to all Avetta customers
Resolve intricate issues while prioritizing customer satisfaction
Engage directly with customers via phone, email, and chat as necessary
Assess and address customer requirements promptly
Thoroughly verify information on regulatory documents
Clarify and assist with customer billing and subscription inquiries
Document interactions accurately in Service Cloud (SFDC)
Provide necessary follow-up through phone and email communications
Collaborate and communicate effectively with internal teams
Contribute positively to Avetta's team culture
Perform additional tasks as assigned
Participate in training sessions, meetings, or seminars as required
Ensure customer delight and satisfaction

QUALIFICATIONS:
High school diploma or equivalent is required
Experience in a call center environment is advantageous
Strong verbal and written communication skills
Proficient in PC usage, preferably with Windows and related applications
A keen interest in learning online software systems
Excellent interpersonal abilities
Strong analytical and problem-solving skills
Attention to detail and precision
Ability to adapt to changing circumstances
Self-driven and motivated
Capable of managing stress effectively
Willingness to learn and apply new skills and information

PERFORMANCE METRICS:
Customer Satisfaction (CSAT) Survey Results
Volume of calls, chats, and cases as outlined by the department
Quality Assessment Scores
Adherence to schedule & Productivity
Regular and Predictive Attendance


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