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

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

Job Description:

Bilingual (Spanish/English) Customer Service Representative (Lincoln,N Position: Bilingual (Spanish/English) Customer Service Representative Location: Lincoln, NEJob Id: 194 # of Openings: 20Role 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: answer, clerk, client, csr, customer care representative, customer care specialist, customer service specialist, representante de servicio al cliente, support, telephone

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

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