Provides prompt, accurate, thorough and courteous responses to all customer inquiries
Performs research as needed to resolve inquiries
Ensure effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries
Accurately documents inquiries
Initiate or processes adjustments or performs other research as needed to resolve inquiries
Coordinate with other departments to resolve problems
Respond to, research and/or assists with priority inquiries and special projects as required by management
Provide feedback to management regarding customer problems, questions and needs
Maintains accurate records on complaints and/or other customer comments, and makes recommendations for change to management
Follow through on complaints until resolved or reports to management as needed
Maintain basic knowledge of quality work instructions and company policies
Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations
Maintain all departmental productivity, quality, and timeliness standards
Identify and promptly report and/or refers suspected fraudulent activities and system errors to the appropriate departments

High School Diploma or equivalent
Must be able to speak Spanish and English fluently
Excellent verbal and written communication skills
Strong human relations and organizational skills
Ability to handle high stress situations
Good judgment skills
Strong customer service skills
Ability to learn and operate multiple computer systems effectively and efficiently
Basic computer operating skills
Standard office equipment

Bilingual Customer Service Advocate

Key skills