Bilingual Inbound Call Center Customer Service Representative

Position Summary:

We are seeking dedicated bilingual Spanish speaking individuals to join our team as Inbound Call Center Customer Service Representatives. In this role, you will be the first point of contact for customers, providing exceptional service and support to resolve their inquiries and concerns regarding our fare payment card. If you have a passion for helping others, excellent communication skills, and the ability to thrive in a fast-paced environment, we want to hear from you.

Questions will involve problems with the card, how to add products and funds to the card, and what to do about lost or stolen cards, among others. Multiple questions may be asked in the same telephone call. This position is in person and located in Center City Philadelphia, PA.

Essential Duties & Responsibilities:

Handle inquiries and assist customers with questions and/or concerns regarding the program (by telephone and email).
Using available resources/systems research and provide accurate responses to customers.
Manage and resolve customer complaints, issues and concerns.
Provide customers with product and service information/instruction.
Make notations in system.
Update customer/account information.
Route calls to correct place.
Follow up customer calls when necessary.
Document all call information according to standard operating procedures.

Required Skills:

Excellent communication skills (verbal and written in both Spanish and English).
Excellent listening skills.
Ability to handle customers professionally and efficiently.
Ability to show empathy to customers and quickly resolve their issues/concerns.
Ability to resolve issues to benefit both customers and the company.
Ability to fact-find, analyze and problem-solve and attention to detail.
Customer service orientation.
Sound judgment.
Stress tolerance.
Team player.
Fast learner.
Ability to multitask.

Experience/Education:

Previous customer service experience in inbound call center environment (minimum 2 years).
HS Diploma.
BA/BS is plus.
Knowledge of call center telephony and technology.
Good data entry and typing skills.
Understanding customer service/care.

If you're passionate about delivering exceptional customer service and making a positive impact, we invite you to apply. Take the first step towards a rewarding career with us today!