BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

General Summary

The primary duty of the Bilingual Customer Service Representative is to spend a major portion of the time communicating with customers by telephone, utilizing computer skills to process/collect fees from toll road violation customers and updating customer accounts.

Responsible for providing a high level of customer satisfaction by listening to customers first and responding in a friendly and courteous manner, always ensuring high quality customer service.

Duties & Responsibilities % of Time Spent

Knowledge, Skills and Abilities

• Ability to listen first, speak clearly and correctly.
• Good written and interpersonal skills.
• Strong customer service skills.
• Good analytical and organization skills.
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
• Must possess keyboarding skills of 30 wpm.
• Ability to work in a team environment and be open to change.
• Multi-tasking capabilities: ability to think logically and time management organized. flexible, and goal oriented.
• Ability to handle customer interactions in a quick but tactful, courteous, and efficient manner.
• Ability to establish and maintain effective working relationships with others.
• Must be able to maintain confidentiality.

Work Environment

Will work in a call center environment. Travel to and from different worksites may be required.

Physical Demands

The position requires mostly sitting in an office environment, occasional standing, and light lifting, three or four reams of paper or books (up to 20 pounds or weight equivalent) may be required.

Position Type and Typical Hours of Work

Typical Workday: M-F from 8:30 AM to 4:30 PM with a 30-minute lunch, a 15-minute break in the morning and another in the afternoon. Some work after 4:30 PM and Saturdays may be required, depending on business needs.

Required Education and Experience

High School diploma or equivalent.

Must type at least 30 wpm.

Must be bilingual in Spanish.

Other Duties

This Job Description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.