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Bilingual Customer Care Representative (Spanish)
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Serves as phone worker in a primary customer touch-point role. Answers calls and provides excellent customer service to customers of our client. Assists, and resolves account related questions and challenges. Responsible for reflecting our client's philosophy that holds customer satisfaction in the highest regard.
Please note- it is a must that candidates be able to communicate fluently in Spanish.
Role Responsibilities:
- Answer & provide concise, accurate, & complete responses to all inquiries
- Determine caller needs & proactively provide appropriate information
- Explore all viable solutions, while offering guidance in determining the appropriate course of action
- Resolve differing expectations between the customer, dealer body, & company
- Utilize the Online Knowledge Base tool
- Use discretionary decision making for payment arrangements, extensions, deferrals, & due date changes
- Update & verify all account maintenance information
- Navigate customers through the set-up process & layout of the Consumer Internet
- Grant refunds & late charge waivers
- Troubleshoot Consumer Internet challenges
- Identify & report system, IVR, & Consumer Internet challenges
- Maintain comprehensive follow-up to ensure customer satisfaction
- Process all customer requests within the predetermined time frame guidelines
- Provide accurate & summarizing notes in system of record
Required Skills:
- Advanced computer literacy, including keyboard typing at minimally 30 WPM, full understanding of Microsoft office products
- Knowledge and background using web-based applications
- Ability to utilize dual monitors to maximize efficiency
- Knowledge retention – ability to quickly grasp and retain information needed to perform the role
- Customer Centric attitude; drive and passion to meet the individual needs of customers
- Excellent attendance
- Ability to multi-task, talk and type in order to make efficient use of the customer’s time on the phone
- Strong oral communications skills – listen, be clear, positive and concise
- Ability to work, communicate, act positively and constructively and to relate to other workers in a positive and effective manner
- Familiarity with automotive finance or general finance
Specialized Skills:
- Ability to navigate through the company’s customer care software and databases to find needed data
- Customer focus - Ability to project friendliness and empathy with customer questions and concerns
- Good analytical and problem-solving skills in order to identify the best match between the customers’ needs to menu of response options
Desired Skills:
- 1-2 years prior automotive related experience
- 1-2 years prior call center experience
Education Required:
- High School Diploma required
- Bachelor’s Degree highly desired
Work Flexibility:
- Training schedule is 8am – 4:30pm
- Must be able to work shifts during site-specific hours of operation: 8am – 8pm
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