Bilingual Customer Service Representative

1 year call center experience (Required) Bilingual - Spanish (Required) Reliable, High Speed, Internet connection (Required) Technical proficiency with Client Relationship Management system (CRM) Strong customer service orientation Strong communicator: listening, verbal & written communication, courteous and professional active listening skills Effective problem solver Effective at time management, planning & organizing tasks and time Ability to understand and empathize with customer issue(s) Ability to work from home in a distraction free environment

Provide best-in-class customer service over the phone Respond to client requests and anticipate unstated needs Educate clients on financial hardship programs Analyze client problems and provide information and solutions Handle difficult calls courteously and professionally Document request outcomes for tracking and analysis Resolve client requests independently and as a team Develop and maintain positive client relations Coordinate with other departments to ensure client requests are handled appropriately Operate a desktop computer and document information in the CRM database Utilize resource materials to resolve client inquiries Handle a high volume of clients in a work-from-home call center environment