Customer Service Representative I

Bilingual Customer Service Representative I

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Job Purpose:

As a Bilingual Customer Service Representative, you will be responsible for providing high-quality customer service over the phone, leveraging exceptional communication skills. Your role will involve accurately updating and maintaining customer accounts in a timely manner, while also assisting with general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and processing customer payments. You will be expected to maintain high-quality and CSAT scores while efficiently resolving problems.

Essential Duties:

• Provide quality customer service via phone, chat, and email using exceptional communication skills.
• Open trouble tickets to address specific customer issues.
• Clearly and concisely explain product options and associated charges.
• Efficiently navigate through appropriate customer service systems and tools, primarily the CRM application, while servicing the customer.
• Process customer payments or offer alternative payment solutions.
• Utilize existing procedures to resolve routine or standard problems, seeking guidance when necessary.
• Maintain quality scores and adhere to call center metrics.
• Promote self-service tools such as IVR and Web.
• Inform customers about promotions and new or upgraded products.
• Quote rates and encourage customers to utilize prepay options.
• Provide detailed initial troubleshooting and problem resolution for basic features and functionality of SVC, Tablet, and E-messaging.
• Assist with questions during training and nesting stages or as needed.
• Access additional programs/platforms, which may include S-Gate.
• Perform other related duties and responsibilities as required or assigned.

Knowledge, Skills, And Abilities:

• Ability to read and comprehend simple instructions and short correspondence.
• Ability to write straightforward explanations for trouble tickets.
• Ability to ask effective questions and present information clearly and concisely.
• Ability to communicate effectively with customers, both verbally and in writing.
• Capability to handle sensitive and emotional calls with empathetic responses.
• Adaptability to unforeseen situations, a fast-paced environment, and maintaining customer focus.
• Ability to communicate with customers while simultaneously entering information into the system.
• Proficiency in navigating multiple applications across different environments.
• Ability to adhere to a set schedule, including timely breaks and lunches.
• Must have access to high-speed internet for remote connectivity to the Securus network when applicable.

Minimum Qualifications:

• High school diploma or GED.
• At least 3 months of previous call center and/or customer service experience.

Preferred Qualifications:

• 3 years of customer service experience, with at least 2+ years in a call center environment.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. Occasionally, this position may require reaching, stooping, or kneeling.

Salary And Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $17/hr
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

www.aventiv.com/privacy

Equal Employment Policy:

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination, and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Key skills/competency:

• Customer Service
• Bilingual Communication (English/Spanish)
• Problem Solving
• CRM Systems
• Account Management
• Payment Processing
• Trouble Ticket Creation
• Product Knowledge
• Call Center Metrics
• Customer Satisfaction (CSAT)