BILINGUAL CUSTOMER CARE REPRESENTATIVE I - AUSTIN

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    "requisitionDescription": "<div><div><p><img src=\"https://static.workforcenow.adp.com/cccustom/Client/Recruitment/tds_logo-color72dpi_7c84f0b1-8165-48e9-a25c-2cfebf2d529f.jpg\" style=\"width: 300px;\" class=\"fr-fic fr-dib\" filepath=\"/Client/Recruitment/tds_logo-color72dpi_7c84f0b1-8165-48e9-a25c-2cfebf2d529f.jpg\" status=\"success\" isreadonly=\"false\" requestresponseid=\"f05ba81b-1568-4167-9ccd-068ce5be8afa\" servertimetaken=\"865\"></p><p><br></p><p id=\"isPasted\"><strong><u><span style=\"font-size: 14px;\">JOB SUMMARY</span></u></strong></p><p><span style=\"font-size: 14px;\">The Customer Care Representative is responsible for handling inbound and outbound calls, providing service information, resolving customer concerns, and ensuring a high level of customer satisfaction. &nbsp;This position is the primary point of contact for addressing customer inquiries, scheduling services, and resolving issues.</span></p><p><span style=\"font-size: 14px;\"><br></span></p><p><span style=\"font-size: 14px;\"><strong><u>CORE RESPONSIBILITIES</u></strong></span></p><ol><li style=\"font-size: 14px;\">Answer inbound calls from multiple assigned queues in a timely and professional manner.</li><li style=\"font-size: 14px;\">Provide accurate information regarding a customer&rsquo;s services, billing and payment inquiries</li><li style=\"font-size: 14px;\">Learn and understand all of services offered and accurately speak to customers regarding them.</li><li style=\"font-size: 14px;\">Accurately establish new accounts for customers as required which may include, work order entry, calculating advanced services and sending detailed information to the customer regarding their new services.</li><li style=\"font-size: 14px;\">Accurately close existing accounts according to established processes. &nbsp;</li><li style=\"font-size: 14px;\">Resolve customer complaints regarding missed services, service limits, billing or payment issues. &nbsp;</li><li style=\"font-size: 14px;\">Accurately enter work orders for additional or missed services, including processing payments when required.</li><li style=\"font-size: 14px;\">Navigate multiple devices, screens, and communication channels to research and resolve customer issues.</li><li style=\"font-size: 14px;\">Document all call information according to standard practices.</li><li style=\"font-size: 14px;\">Work independently and manage time on calls while using eLearning tools to answer any entry or process questions.</li><li style=\"font-size: 14px;\">Follow up with customers directly when necessary.</li><li style=\"font-size: 14px;\">Maintain a positive and empathetic attitude towards customers.</li><li style=\"font-size: 14px;\">Meet or exceed call center performance metrics.</li><li style=\"font-size: 14px;\">Stay up to date on any services or route changes.</li><li style=\"font-size: 14px;\">Other duties as assigned.<br><br></li></ol><p><span style=\"font-size: 14px;\"><strong><u>REQUIRED SKILLS &amp; QUALIFICATIONS</u></strong></span></p><ul><li style=\"font-size: 14px;\">High school diploma or its equivalent</li><li style=\"font-size: 14px;\">Ability to type 35 WPM</li><li style=\"font-size: 14px;\">Proficient verbal and written communication skills in English with strong analytical abilities</li><li style=\"font-size: 14px;\">Ability to work in a high call volume environment with accuracy</li><li style=\"font-size: 14px;\">Ability to multitask and manage time effectively</li><li style=\"font-size: 14px;\">Ability to identify and resolve issues proactively, delivering timely solutions</li><li style=\"font-size: 14px;\">Able to work both independently and as part of a team, with a focus on exceeding call center performance standards</li><li style=\"font-size: 14px;\">Consistent attendance and punctuality, meeting the expectations of a call center environment</li><li style=\"font-size: 14px;\">Adaptable to an energetic work environment with frequent changes</li><li style=\"font-size: 14px;\">Capable of handling challenging or sensitive customer interactions with prompt, dependable service</li><li style=\"font-size: 14px;\">Ability to maintains accuracy, thoroughness, and meets productivity and quality standards<br><br></li></ul><p><span style=\"font-size: 14px;\"><strong><u>PREFERRED SKILLS &amp; QUALIFICATIONS</u></strong></span></p><ul><li style=\"font-size: 14px;\">Up to one year of call center experience</li><li style=\"font-size: 14px;\">Bilingual in English and Spanish</li></ul><p><br></p></div></div>\n",
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