Bilingual Customer Service Representative

San Antonio, TX

Job status
Full time
Job description
$1,000 Sign On Bonus!

Provide excellent customer service solving questions and complaints related to cable products/services and/or invoicing through voice based communication tools.

Job Functions:

* Provide information regarding Products and Services, billing, repair, collections, and respond to other types of inquiries
* Provide general technical support regarding outages, bandwidth troubleshooting, equipment setup, and rebooting
* Respond to Subscriber complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
* Troubleshoot Subscribers' service problems and schedule field service calls when necessary
* Schedule Subscriber appointments in accordance with established procedures
* Document Subscriber transactions accurately in the appropriate systems
* Coordinate with co-workers, lead persons and other departments as appropriate

Qualifications:

* Spanish fluency required –verbal communication. English for call documentation
* High school diploma or equivalent education required
* Strong written communication skills. Requires heavy computer communication in a customer service capacity
* Understanding of basic internet troubleshooting and configurations
* Customer service/public relations, telecommunications and data terminal experience also preferred
* Able to work a variety of work schedules to include days, nights, weekends, holidays, etc.
* Typing speed of 40WPM preferred
* Must have basic math, reading, writing, and organizational skills with strong initiative
* Must have pleasant personality, and capability to work independently
* Experience with Microsoft office, internet and email programs desired
* Ability to empathize with Subscribers
* Completion of 6 months of prior call center experience desired or 6 months of customer service and a combination of prior work experience and technical school or college may be substituted
* Must pass STARTEK pre-hire screening and new hire services training exam with 80% or higher (any revisions/modifications to the pre-hire screening and related assessments must be mutually agreed to by the parties)
* Must be able to work a variety of work schedules including days, nights, weekends, holidays
* Able to sit, working at a computer, for extended periods of time
Maintain regular and punctual attendance
* Understands Subscribers’ needs and wants
* Confident in communicating with others
* Able to adapt quickly to a fast paced and changing environment
* Desire to deliver superior customer service
* Capable of multitasking (researching solutions while communicating with a Subscriber)

Additional Skills:

* Goal and detail oriented
* Understanding of basic internet troubleshooting and configurations
* Ability to multitask (use of multiple tools and applications required)
* Handle and overcome rejection
* Quick thinker, likes challenges, ambitious, determined and confident
* Self-starter and team player
* Positive and enthusiastic
* Respects others points of view
* Problem solver approach to research, capable of accessing multiple data sources at once
* Demonstrates self-control and patience

Legal/Financial Responsibilities:

Position must assist in maintaining the confidentiality of Subscriber and business data at all times
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