Bilingual - Customer Service Representative

Location: 2475 Palm Bay Road, Suite 230, Palm Bay, FL 32905

Duties and responsibilities:

• Identify customer questions, complaints, concerns, and overall needs.
• Provide sufficient answers and solutions to all customer queries.
• Handle customer complaints respectfully and professionally.
• Redirect customers to appropriate departments and teams when appropriate.
• Follow up with callers on complaint/question status, ensure resolution.
• Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
• Follow all communication procedures, policies, and guidelines during every customer interaction.
• Perform duties and responsibilities with our customers' satisfaction as your number one priority.

Education:

• High school diploma or equivalent (GED) required.

Experience & Abilities:

• Must be fluent in English and Spanish
• Minimum one year of Call Center experience required.
• Helpful, friendly customer service experience is required.
• Able to talk on the phone and navigate a computer at the same time.
• Able to read notes within the computer system to answer questions.
• Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
• Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.