Bilingual Customer Service Associate - Hybrid

 
Agility 360 is searching for an experienced Bilingual Customer Service Associate for a contract-to-hire position with our client. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. 

Job Responsibilities:

• Manages inbound inquiries on behalf of client, acting as an extension of our client
• Acts confidently in their role with little reliance on additional support
• Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
• Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
• Builds product and process knowledge to effectively interact with customers, within business guidelines
• Identify customers’ needs, research client systems, utilize tools to interpret and analyze data
• Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
• Ability to handle challenging customers effectively
• Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
• Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
• Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.
• Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
• May assist with escalated issues per business guidelines
• Meet personal/team production metrics and quality targets
• Must adhere to strict schedule and meet attendance guidelines

Experience:

• High school diploma, GED or equivalent is required; bachelor’s degree preferred
• 3+ years previous experience in a customer support role required
• 1+ year of Call Center experience required
• Must speak and write in Spanish & English fluently (you will be tested)
• Tax/banking/mortgage/real estate Industry experience preferred
• Passion for service excellence
• Strong written and verbal communication skills along with excellent customer service and active listening skills
• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
• Organization and time management skills to operate effectively in a fast paced, high-volume environment.
• Typing ability of 35wpm+
• Demonstrated knowledge of and experience with Microsoft
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Ability to identify customer issues and identify appropriate tasks
• Must successfully adhere to schedule, attendance and required deliverables/deadlines.
• Demonstrates patience and empathy and have the ability to work collaboratively with others

Physical Requirements:

• Position requires all forms of dexterity/mobility which may include extended periods of sitting/standing. May occasionally required to reach with hands and arms, twist, climb or balance, stoop, kneel crouch or crawl.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.
• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.
• May be required to drive for business purposes and must hold a valid driver’s license in good standing and maintain personal auto insurance in compliance with local or state requirements.
• Ability to work in a fast-paced, occasionally noisy, or distracting environment.

Job Details:

• 3-6 month contract-to-hire role
• Training Schedule (4 days onsite, 1 day remote)
• Hybrid Schedule (4 days remote, 1 day onsite)
• MUST BE AVAILABLE FOR ANY SHIFT BETWEEN 7am - 8pm CST (after training)
• Location: Irving, TX
• Hourly pay rate: $18.50 - $19.50 (based on experience) + additional pay increase after 90 days for Bilingual