Customer Service Representative Bilingual English/Spanish At Fortuity we believe in our people, and in doing good business for the good of our community. Here, you will be part of a growing organization with an opportunity for career development and advancement. Fortuity provides customer service and sales support for corporate clients through engaged and professional teams of experienced agents. Summary: Bilingual Customer Support Representatives will provide tier 1 basic information to benefit requestors for federal government client. Escalating more specialized or specific inquiries to the appropriate parties. Pay: $17.20-18.35/hr + 4.93/hr Health and Welfare Supplement Location: Columbus, OH (onsite at 775 West Broad street) and Pheonix, AZ (Remote) Assignment: Full Time, Non-Exempt Responsibilities: - Interact with customers via telephone or email communications regarding case information in a professional and courteous manner
- Utilize client resources to provide accurate information regarding inquiries or services
- Follow required call scripts, authentication procedures, and identity verification protocols
- Accurately enter and document caller-provided information in designated systems accurately while the caller is on the phone
- Safeguard personally identifiable information (PII) and other sensitive or confidential information at all times
- Escalate issues beyond the agent's scope to the appropriate party, providing contact information and guidance when necessary
- Comply with all federal security, privacy, confidentiality, and workplace policies
- Meet or exceed quality assurance standards, call-handling metrics, and schedule adherence expectations
- Participate in required training, certifications, and ongoing quality monitoring
- Identify call trends and report to leadership
- Perform other related duties as assigned
Education/Experience: - High school diploma or equivalent required
- 1 year of customer service experience required
- Call center experience, highly preferred
Knowledge/Skills: - Must be bilingual with fluent proficiency in English and Spanish written and spoken communications
- Excellent verbal and written communication skills including active listening
- Ability to type 4000 keystrokes per hour – proof of testing may be required
- Service-oriented and able to resolve customer concerns
- Proficient computer skills with the ability to learn new software and operate multiple screens
- Ability to clearly explain policies and programs, apply problem-solving skills, and resolve the inquiry/request effectively
- Excellent emotional intelligence to empathize with customers and acknowledge their concerns
Additional Requirements: - Must be at least 18 years old
- Must be a US citizen
- Must successfully pass a background investigation and federal MRPT suitability screening prior to starting the position
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times
- Flexibility to work adjusted shifts, as necessary.
- Accept coaching and performance feedback to improve customer experience and operational performance
- Maintain a professional, respectful, and customer-focused demeanor in all interactions, including calls received in crisis situations, and/or from abusive callers
Are you ready to join us in a welcoming team environment that values your contributions and helps you make a real difference in people’s lives? Start your career with Fortuity today! What differentiates Fortuity and makes us an employer of choice? Total Rewards: - Competitive base pay
- Basic essential coverage insurance plans for associates
- OnDemand Pay
Additional Offerings: - Fresh market vending
- On-Site fitness center
- Clean, climate-controlled environment
…And more! Fortuity Calling, LLC, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
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