Summary:
The Call Center Bilingual Associate is responsible for handling incoming English and Spanish phone calls, utilizing company policies to solve customer concerns and directing calls to the managerial team when necessary. Call Center Agents are often the first point of contact for customer’s inquiry requiring quick and accurate decisions and a focus on first call resolution.
Essential Duties and Functions: include the following. Other duties may be assigned.
- Administer and resolve all customers’ inquiries
- Provide response to all incoming telephone queries received from customers in timely and professional manner
- Excellent organization skills with the ability to work as a team and independently
- Ability to multi-task between various software programs
- Provide first call resolution
- Problem solving and problem resolutions skills
- Handle questions and complaints in compliance with state regulations where applicable
- Provide excellent customer service to meet the needs of the insured, agent and all other internal and external customers
- Solid analytical skills
- Provide continuous training and back up support to teammates.
- Provide training and guidance to staff of organization as required.
- Pursues a course of personal, professional development.
- Other duties as assigned
Competencies:
- Customer/Client Focus – the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
- Problem Solving – the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
- Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
- Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
- Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
- Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure standards are achieved.
- Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
- Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Required:
- High school diploma/GED
- Proficient with MS Office
- Solid command of the English language and fluent in Spanish
- Exceptional telephone demeanor
- Ability to maintain a high level of confidentiality
- Quality Scores of 95% or higher
Preferred:
- Excellent interpersonal communication skills
Physical Requirements Necessary on a Regular Basis:
- Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
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- Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
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- Vision sufficient for use of a computer monitor.
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- Sedentary position. Ability to sit at a desk 7-8 hours per day.
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- Worker not substantially exposed to adverse environmental conditions
This job description is not meant to be an all inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
We are an equal Opportunity Employer, and we are dedicated to providing employment and advancement opportunities for minorities, disabled and veterans pursuant to its affirmative action plan.
