Job title	Bilingual Contact Center Associate
Job type	Full-time
Employee type	Not Exempt
Team	Contact Center
Reports to	Contact Center Manager
Location	Onsite

Duties and Responsibilities

The Bilingual Contact Center Associate will assist class members with inquiries related to a company’s product and services.

Job Duties and Responsibilities:

Conducts day-to-day communication with class members for multiple cases assigned
Provides back-up and support for day-to-day communication with class members for cases assigned to others, as needed
Professionally and expertly conducts telephone communication with class members, ensuring class members receive timely and accurate information that meets their needs
When necessary, Reviews each assigned email inbox daily, providing satisfactory responses to each class member’s email
Is available for special projects assigned by the Operations Management Team. These projects may include making outgoing calls, monitoring Zendesk emails, or an assigned email inbox.
Works effectively with Contact Center Team Lead as first point of escalation to ensure escalated class member situations are resolved in a timely manner
Independently handles all day-to-day administrative responsibilities associated with each assigned case
Handles sensitive information and data for special cases concerning secure information, as needed
Proactively reviews and understands all documentation associated with each assigned case
Handles tasks requiring strong attention to detail after completing extensive training.
Assists with training of individuals in administrative roles, upon the request of manager
Communicates regularly and effectively with all colleagues
Meets regularly with managers to provide feedback and facilitate communication
Adheres to all business processes while performing tasks
Able to take on new tasks and responsibilities as needed
Performing other work-related duties as assigned by management

Qualifications

The essential qualifications include, but are not limited to the following

Education and Experience:

Bilingual (Spanish & English)
Customer service experience required
High School Diploma or equivalent
Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Demonstrated ability to independently prioritize tasks
Ability to organize and manage multiple priorities
Ability to multi-task and manage time effectively
Excellent organizational skills with an eye for details
Ability to be flexible to adapt and act quickly when urgent matters require it
Display the technical skills necessary to perform all job functions
Project a positive, professional image toward clients, vendors and staff in all interactions and situations

Follow all company rules, policies and practices as contained in the Employee Handbook or as outlined by the company’s CEO/senior management
Must be able to work independently and within a team and possess a positive, "can-do" attitude
Must have strong customer support orientation (for internal/external customers) and demonstrated professional demeanor
Maintain all client, company, and employee information as confidential and share only on a need-to-know basis.
Excellent computer skills including all MS Office applications (Word, Excel, Outlook, PowerPoint) required skills including all MS Office applications. (Word, Excel, Outlook, PowerPoint) required
Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

Traveling

On occasion, the Contact Center Manager may travel to another company location, or a company sponsored event. The Contact Center Manager may also from time to time be asked to meet with current and prospective clients on behalf of the company.

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. Sitting for extended periods is common. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This position requires the ability to analyze many variables and choose the most effective course of action at any given point in time. You must be able to handle multiple tasks and diverse work problems daily. You must be able to handle stressful situations and interact with various types of customers, while also prioritizing your workload.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Donlin, Recano & Company, Inc.

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Bilingual Contact Center Associate