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Spanish/English Customer Care Representative

2 months ago

Lehi, Utah, United States Avetta Full time

POSITION OVERVIEW

The Bilingual Customer Support Specialist will play a vital role in fostering a superior customer experience by providing assistance to clients, suppliers, and contract workers. This position serves as the primary contact for all inquiries directed to Avetta.

Fluency in both Spanish and English is essential for this role.
The initial training period will occur during standard business hours. Following training, the work schedule will transition to evening hours.
Training will be conducted in person for those within a reasonable commuting distance to our offices. Post-training, the position will allow for remote work.

COMPENSATION:
$16.50 USD/hour

KEY RESPONSIBILITIES:
Deliver exceptional support to all Avetta clients
Resolve intricate issues while prioritizing customer satisfaction
Engage directly with customers via phone, email, and chat as needed
Assess and address customer requirements effectively
Verify details on compliance documents with precision
Clarify customer billing and subscription details
Document interactions in the Service Cloud (SFDC)
Conduct necessary follow-ups through phone and email
Collaborate with internal teams to enhance service delivery
Contribute positively to Avetta's workplace culture
Undertake additional tasks as required
Participate in training sessions, meetings, or workshops as necessary
Ensure customer delight and satisfaction

REQUIRED QUALIFICATIONS:
High school diploma or equivalent is mandatory
Experience in a call center environment is advantageous
Strong verbal and written communication skills
Proficient in PC usage, particularly Windows and related software
Willingness to learn new online software systems
Strong interpersonal abilities
Capability in problem analysis and resolution
Attention to detail and accuracy is crucial
Flexibility and adaptability in a dynamic environment
Self-driven and motivated
Ability to handle stress effectively
Capacity to acquire and apply new knowledge or skills

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

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