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Bilingual (Spanish/English) Customer Service Representative (Lincoln,N

Company: HKT Teleservices
Location: Lincoln
Posted on: April 14, 2019

Job Description:

Position: Bilingual (Spanish/English) Customer Service Representative
Lincoln, NE

Job Id: 194
# of Openings: 20

Role Summary
Provides world-class service and support to new and existing customers via inbound telephone calls. Delivers an energetic and highly engaged presentation style using appropriate empathy when required to ensure a positive customer experience. Demonstrates persuasive retention efforts through product knowledge expertise and call flow navigation to appropriately handle requests for cancellation, enrollment or benefit initiation. A professional customer care representative will consistently demonstrate exceptional call quality to ensure that all client guidelines and expectations are adhered to fully with every customer engagement.

Essential Functions and Responsibilities

  • Persuasive and effective in retaining customers who call in to cancel a product / service; may include down-selling, cross-selling or adding additional benefits to retain the customer.
  • Positively communicates and works directly with existing and new customers.
  • Must handle inquiries and requests in a courteous, empathetic and professional manner, including calls received in crisis situations, and/or from abusive callers.
  • Must listen to and empathize with customers and acknowledge their concerns.
  • Must control the pace and flow of the inquiry/request and manage call time effectively.
  • Must follow protocol and use discretion in handling confidential customer information.
  • Must be able to gather information to determine a customer's needs, apply problem-solving skills, and resolve the inquiry/request within program guidelines.
  • Represents the business directly to the customer and must have a complete understanding of the products or services being offered and the ability to showcase the benefits and any specialized features to finalize or influence any potential business transaction.
  • Responsible for retrieving and logging customer information and entering it into the company data base for customer profiling and sales tracking. Required Qualifications
    • Must be proficient in both English and Spanish.
    • High school diploma or equivalent.
    • Must be personable, proficient in written and verbal communication, exhibit confidence and handle fast-paced work environments well.
    • Must score a minimum of 32 on the Basic Math and Verbal Skills test; a minimum of 14 on the Computer Literacy test; must be able to type a minimum of 20 adjusted words per minute; and be at least recommended from the Customer Service / Sales Aptitude test. Preferred Qualifications
      • Prior call center experience. Work Conditions
        • Varying shifts, including evening and weekend work to meet business needs.
        • General office environment.
        • Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components. Associated topics: coordinator, csr, customer care representative, customer service, product support, service, service agent, support, system support, telephone service representative

Keywords: HKT Teleservices, Lincoln , Bilingual (Spanish/English) Customer Service Representative (Lincoln,N, Hospitality & Tourism , Lincoln, Nebraska

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