Bilingual (Spanish/English) Customer Service Representative

Location: Fishers, Indiana
Date Posted: 07-18-2017
Netfor, Inc.
The Art and Science of the Customer Experience
Our Values:  We value the conversation, we bring passion to our work, we embrace challenges, we value knowledge and consistence, we value being exceptional.
Our Mission: To apply knowledge and compassion to every conversation!
Our Vision: To be known as pioneer of the world’s most customer centric conversations!
 
JOB TITLE:
Bilingual (Spanish/English) Customer Service Representative

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:
This position involves supporting client contracts with the main duty focusing on carrying out inbound customer support via telephone as instructed by the Netfor knowledge base.

OUTLINE OF ESSENTIAL JOB RESPONSIBILITIES:
Under general supervision of Service Desk Director, 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 in 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.

COMPENSATION
$11-12 an hour depending on experience, technical aptitude, typing skills, and certification. In addition, we offer regular incentive programs, at Netfor discretion, based on performance criteria such as customer service score, punctuality, and ability to efficiently locate and perform knowledge base solutions.
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