Call Center Representative (Bilingual)

Call Center Representative (Bilingual)
Nashville, TN
Published
March 8, 2021
Location
Nashville, TN
Job Type
Category

Description

SHR Talent is currently seeking a full-time Call Center Representative (Bilingual) on behalf of a client in Nashville, TN. This position is temporarily remote due to Covid-19 & will eventually require the individual to work on-site in the office a couple of days a week once it is safe to do so. Applicants must be able to work onsite eventually. The Call Center Representative is often times the first contact the company’s customer has. The Call Center Representative is empowered to use good judgment in immediate resolution of customer issues with little supervision needed.  The company’s goal is to have each Rep model its Core Values, respond quickly and accurately to customer inquiries, and build relationships with the internal key contacts and external customers. The individual in this role *must* have previous call center experience.

Responsibilities

  • Provide Omnichannel support including customer chat support, answering email inquiries, phone calls, and responding to Social Media messages in both English and Spanish
  • Multitask while maintaining attention to detail and quality
  • Identify, research, and resolve issues with company Apps
  • Utilize available resources that can help users get the most from their product, including macros, frequently asked questions, and technical support articles
  • Exercise appropriate discretion in escalating issues
  • Seek opportunities to cross-sell or upsell.
  • Understanding of computer applications for information and resolution of Customer needs
  • Provide accurate Customer feedback regarding products and services
  • Communicate effectively with internal and external Customers and Customer support staff
  • Provide assistance/support to other areas of the business
  • Other duties as assigned
  • NOTE: Flexible working hours and overtime are required as needed

Qualifications

Work Experience:

  • 3-5 years prior customer service experience required
  • Call center experience REQUIRED
  • Technical support preferred

Education:

  • High School Diploma or equivalent required
  • Bachelor’s Degree preferred

 

 

Industry Knowledge:

  • Working knowledge of Christian Publishing products, as well as that of competitors, preferred

Skills:

  • Bilingual (English/Spanish), required (reading, writing, and speaking)
  • Experience with a multi-line phone system
  • Excellent telephone etiquette
  • Excellent Customer Service skills
  • Possess strong verbal and written communication skills; comfortable communicating via phone and chat with both internal and external customers
  • Computer skills, Microsoft Office
  • Technical aptitude and troubleshooting, preferred
  • Experience with JD Edwards Enterprise One, Microsoft Dynamics CRM, and Shopify preferred

 

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