Handle inbound and outbound contacts in a courteous, timely, and professional manner
Ensure first call resolution through problem solving and effective call handling
Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
Accurately document and process customer claims in appropriate systems
Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
Comply with requirements surrounding confidential information and personal information
Escalate customer issues to the appropriate staff and managerial for resolution as needed
Attend meetings and training 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

Must be 18 years of age or older
High school diploma or equivalent
Fluent in both English and Spanish
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 (Not Required): 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

Bilingual Customer Service Representative

Key skills