Enlightened, Inc · 2 weeks ago
Bilingual Call Center Representative
Latham, NY
Full-time
Onsite
Entry Level
$16/hr - $25/hr
1+ years expEnlightened Inc. is seeking Bilingual Customer Service Representatives to join their NY Child Support call center team. The CSR will handle customer inquiries via various communication channels and ensure timely and courteous responses while utilizing various software applications.
Information Technology
Responsibilities
Answer inbound telephone calls, chats and emails in a courteous, timely, and professional manner following established guidelines and policies
Make outbound calls as necessary based on business needs
Document customer interactions using a provided Customer Relationship Management (CRM) system
Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
Use frequently asked questions (FAQs) and help look up and provide information to inquiries
Utilize departmental knowledge bases and training material to answer customer inquiries
Maintain up-to-date knowledge of policies and procedures as applicable
Adhere to published schedule according to attendance guidelines
May be required to work some weekends and holidays
Perform other duties as assigned
Qualification
Required
High school diploma or GED required
Must be able to read and speak English clearly, professionally and fluently
Excellent listening and human relations skills
Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
Strong typing and writing abilities
Ability to respond appropriately to changing situations
Proven ability to work as a team member
Language: Spanish and English (Required)
Preferred
One-year customer service or contact center experience preferred
Bachelor's or Associate's degree preferred
Benefits
Pay Increase After Successful Completion of 3-Week Training Program
3 Weeks Training
One-on-one, hands-on learning in the production environment.
Company
Enlightened, Inc
Enlightened, Inc. is an award-winning, information technology (IT) consulting firm headquartered in Washington, DC.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Antwanye Ford
Co-Founder, CEO & President
Recent News
Canada NewsWire
2023-09-13
2023-04-07
2022-09-08
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