Bilingual Call Center Customer Service Agent

Fortuity provides customer service and sales support for corporate clients. The Bilingual Customer Service Agent provides tier 1 information to benefit requestors for a federal government client and escalates specialized inquiries to appropriate parties.

Responsibilities:

• Interact with customers via telephone or email communications regarding case information in a professional and courteous manner
• Utilize client resources to provide accurate information regarding inquiries or services
• Follow required call scripts, authentication procedures, and identity verification protocols
• Accurately enter and document caller-provided information in designated systems accurately while the caller is on the phone
• Safeguard personally identifiable information (PII) and other sensitive or confidential information at all times
• Escalate issues beyond the agent's scope to the appropriate party, providing contact information and guidance when necessary
• Comply with all federal security, privacy, confidentiality, and workplace policies
• Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
• Participate in required training, certifications, and ongoing quality monitoring
• Identify call trends and report to leadership
• Perform other related duties as assigned

Requirements:

• High school diploma or equivalent required
• 1 year of customer service experience required
• Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
• Excellent verbal and written communication skills including active listening
• Ability to type 4000 keystrokes per hour (approx. 14 words per minute)– proof of testing may be required
• Service-oriented and able to resolve customer concerns
• Proficient computer skills with the ability to learn new software and operate multiple screens
• Ability to clearly explain policies and programs, apply problem-solving skills, and resolve the inquiry/request effectively
• Excellent emotional intelligence to empathize with customers and acknowledge their concerns
• Must be at least 18 years old
• Must be a US citizen and resided in the US for three of the last 5 years
• Accept coaching and performance feedback to improve customer experience and operational performance
• Maintain a professional, respectful, and customer-focused demeanor in all interactions, including calls received in crisis situations, and/or from abusive callers
• Call center experience, highly preferred