Bilingual Customer Service Representative
Job Description The Net.America Corporation is looking for a Bilingual Customer Service Representative to perform the following tasks: Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, online, fax and in-person requests for assistance from customers/stakeholders Using scripted and unscripted questions, interview customers/stakeholders to collect information and leads callers through diagnostic procedures to resolve customer inquiries Provide general and detailed explanations/information in clear, easy to understand language to customers/stakeholders Handle problem recognition, research, isolation, resolution and follow-up for routine customer inquiries Research inquiries/information using provided sources, including information sheets, handbooks, training materials, the internet, etc Document, logs and track calls using problem management database (ticket system), and maintains history records and related problem documentation Other duties as assigned Requirements Call Center experience High School Diploma Ability to identify problems, troubleshoot and be a problem solver Quality focus. Ability to conduct thorough analysis Self-motivated and desire/ability to learn new topics quickly. Works well independently and in a team setting in fast-paced environment under time constraints Customer service focus Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests Good verbal, listening and written communications abilities Positive and confident telephone skills Basic computer skills, including MS Office software (ie, Word, Excel, etc.) and internet Efficient keyboarding/typing skills Knowledgeable of IT help desk concepts and procedures Displays professionalism and strong interpersonal abilities Company Description The net.America Corporation is a highly successful woman-owned SBA EDWOSB 8(m) certified firm providing program management, information systems, and multi-channel contact centers to Federal government agencies. In business since 2000, net.America has a proven track record of providing efficient and effective professional services to federal agencies, such as FEMA, NASA, HUD, and TSA. For the past 15 years, net.America has been providing FEMA, TSA, COMMERCE, and HUD with program management support, software development, e-grants support, and Help Desk services.