CS Representative, Bilingual English – Spanish

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Job Description:

  • Answers telephone call inquires and promotes the organization’s products and services in English and Spanish
  • Researches and resolves customer concerns and complaints to ensure retention and satisfaction
  • Answers customer calls, in a large variety, with timeliness and accuracy
  • Identifies and assesses customer needs to provide accurate solutions
  • Escalates issues to supervisors as required and as appropriate
  • Provides accurate, valid and complete information by utilizing the right tools
  • Meets personal and team accuracy, call targets and call handling quotas
  • Follows communication guidelines and policies
  • Correctly utilizes internal documentation and leadership team members for solutions
  • Acts as a customer advocate
  • Recommends process and product improvements and feedback
  • Actively participates in team meetings, coaching sessions, one on ones, and other meetings
  • Performs other duties as assigned

Requirements:

  • High School diploma or equivalent education
  • Minimum of one (1) year of customer service experience
  • Fluent and clear written and verbal communication in English and Spanish
  • Experience in Microsoft Office Suite preferred
  • Ability to ensure compliance with company policies and applicable federal and state regulations
  • Ability to maintain confidential information and knowledge of confidential matters
  • Ability to work on a team and as an individual contributor
  • Individual must be open to learn about and understand ‘niche’ industry
  • Effective, consistent and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
  • Ability to change course easily – knows when to be patient and when to push while working in the “gray”
  • Self-starter, self-motivator, detail-oriented, highly organized
  • Must be personable and approachable, demonstrate professionalism and active listening skills at all times
  • Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
  • Expert prioritization skills
  • Motivated to excel, competitive in nature and does not confuse “efforts” with “results”
  • Demonstrates and maintains flexibility and adapts to changes within industry and company
  • Preferred Experience and/or Education: Knowledgeable in technology; Knowledgeable in horse-racing

Benefits:

  • 30 Day Waiting Period
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