Bilingual (Spanish/English) Customer Support Representative (onsite only)

Location: Fishers, Indiana
Date Posted: 10-31-2018
Netfor, Inc.
The Art and Science of the Customer Experience
Netfor provides worry-free customer care for business consumers and technology users. Customers engage with Netfor by phone, email, social media and online chat to receive world-class customer service, help desk support, order fulfillment and field services.

Founded in 1995, Netfor supports tens of thousands of customers at businesses in more than 6,000 locations across the U.S., Europe, Mexico and Canada.

Our Values:  We value the conversation, we bring passion to our work, we embrace challenges, we value knowledge, consistency, and being exceptional.
Our Mission: To apply knowledge and compassion to every conversation!
Our Vision: To be known as a pioneer of the world’s most customer-centric conversations!

JOB TITLE:
Bilingual Customer Service Agent

TYPE OF POSITION:
Full-Time positions open ranging from 32-40 hours per week. Open shifts available from Sunday through Saturday, 24 x7. Applicants must be able to work weekends as needed.

SUMMARY OF JOB RESPONSIBILITIES:

Working with a great team of peers, you’ll be  supporting client contracts with the main duty focusing on carrying out inbound customer support via telephone as instructed by the Netfor knowledge base (English based) and translate that to the customers over the phone. (No cold calling or outbound calls)

OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES:

Under general supervision of service desk leadership, provide customer support for instructional calls, question and answer calls, and handling of all other customer issues by performing question/problem diagnosis, searching knowledge-based articles, and guiding users through step-by-step solutions in a call center environment. Answering phone calls with a smile is a must. Able to clearly communicate directions in a user-friendly, professional manner and clearly documenting the issue and solution in ticketing software.

KEY DUTIES AND RESPONSIBILITIES:

Examples of key duties are interpreted as being descriptive and not restrictive in nature.

1. Provides timely and accurate information to incoming customer order status and product knowledge requests.
2. Processes customer orders/changes/returns according to established department policies and procedures.
3. Provides timely feedback to the company regarding service issues or customer concerns.
4. Thrives on getting positive customer satisfaction survey comments.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Proven ability to communicate effectively both verbally and in writing (Spanish and English fluently).
2. Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure.
3. Must be independent, motivated worker, and an innovative self-starter.
4. Must be confident and flexible.
5. Ability to work 100% from within our knowledge base articles, without deviation, per contractual agreements.
6. Show up, show up on time, and display a helpful attitude.

7. Microsoft office proficiency a plus.
8. Strong ability to multitask
9. Ability to talk and type at least 35 words per minute

COMPENSATION:

Starting at $15 an hour depending on experience, technical aptitude, typing skills. Netfor offers a great PTO plan (can accrue up to 76.96 hours/year within the first year), 401k, health insurance, dental, optical, onsite mini mart, and occasional onsite meals and activities, great outdoor walking trails, onsite video games
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