Key skills
Customer Relationship Management (CRM) softwareMicrosoft OfficeTypingPatienceSpanishCRMProblem SolvingTime ManagementAccount Management
About this role
CTR Group is seeking Bilingual (Spanish/English) Customer Service Representatives to work remotely for a Government agency. The role involves serving as the primary point of contact for customers, ensuring excellent service standards, and resolving customer inquiries effectively.
Responsibilities:
- Customer Support: Answer incoming user requests via phone, email, live chat, or social media in a timely and professional manner
- Problem Solving: Identify, investigate, and resolve customer complaints; troubleshoot basic technical issues or billing discrepancies
- Account Management: Update customer profile information, process orders, handle returns/exchanges, and assist with cancellations
- Product Expertise: Maintain a deep understanding of the company's products, services, and internal policies to provide accurate information
- Documentation: Accurately log details of customer interactions, comments, and actions taken within a Customer Relationship Management (CRM) system
Requirements:
- Active listening, clear verbal articulation, and professional written etiquette
- Must be bilingual - fluency in Spanish and English is required
- Interpersonal skills: empathy, patience, conflict resolution, and a positive 'can-do' attitude
- Proficiency with CRM software, MS Office, and fast typing speeds (typically 40+ WPM)
- Strong time management, multitasking abilities, and a high attention to detail
- Must be eligible to obtain a public trust DoD clearance
- High school or equivalent (Required)
- Customer Service: 2 years (Required)
- Bilingual (Spanish & English) customer service: 1 year (Required)
- Remote: Relocate before starting work (Required)