Customer Service Representative- Bilingual Maryland Resident (Spanish)

Aspira is a company that provides 24/7 customer support through its Customer Service Center. They are seeking a Part-Time Customer Service Representative who will manage inbound and outbound customer interactions, assisting with reservations and inquiries while delivering exceptional service.

Responsibilities:

• Respond to inbound and outbound calls providing clear and professional communication and resolving customer inquiries or issues
• Follow established processes to assist customers with reservations, ticketing, permits, and other services
• Effectively transfer customers to the appropriate department when needed
• Seek management support when necessary for complex issues or escalations
• Document customer interactions accurately according to company standards
• Update customer accounts and system information accurately
• Meet individual KPIs and support department goals for customer service excellence
• Adhere to company policies, procedures, and performance standards
• Complete all required training and coaching within set timeframes
• Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work
• Contribute to a positive team environment by delivering best-in-class service and supporting department goals
• Perform other duties as assigned to support the contact center
• A flexible schedule is required, including evening or weekend hours

Requirements:

• Strong customer service skills with a professional, calm demeanor
• Ability to listen attentively, demonstrate empathy, and respond to customer needs
• Builds rapport with customers through friendly and professional interactions
• Proficient in following scripts and documenting customer interactions
• Demonstrates ownership and accountability, ensuring customers receive exceptional service
• Strong communication skills, both verbal and written, with excellent attention to detail
• High School Diploma or equivalent
• 1+ years of inbound contact center experience
• 2+ years of customer-facing experience in a service role
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint)
• Typing speed of 50+ words per minute and proficiency with telecommunication tools, chat, and SMS
• Basic proficiency in Microsoft Office Suite
• General internet skills and the ability to use various online tools
• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor
• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media
• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment
• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks
• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds
• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation
• Familiarity with contact center software (e.g., Amazon Connect, Verint) is a plus