Description |
Our client is seeking a Bilingual Customer Service Specialist in North Miami Beach, Florida (FL).Description:The Customer Service Representative (CSR) is a key position because it represents a voice to the customer. The potential candidate will present a professional, calm, courteous, and personable demeanor. The mission goal is to professionally and efficiently serve our client''s customers, resolve their issues in a timely manner, identify and initiate process improvements, mentor/train/coach co-workers, and maintain calm under pressure at all times. The CSR handles a large volume of inbound customer calls and must not become easily flustered. It is critical that every call is promptly answered and issues are assigned to the correct department for review. Additionally, special outbound call projects are frequently assigned to the Customer Service team. Detail oriented is a key trait to ensure that an accurate portrayal of the customer''s needs is communicated. At times, the representative will have to effectively handle and defuse very irate customers and save accounts from canceling. Bilingual and fluent Spanish speaking skills is a plus.Primary Responsibilities: * Answer inbound customer calls from the markets we serve in CT, IN, MA, MD, MI, NY, NJ, OH and PA and handle customer questions or concerns regarding:* Billing (Budget Billing, balance inquiry, adjustments, rates, etc.)* Usage or Meter Issues* Rebates (Annual review, 6 month rebate or 12 After 12)* Cost-analysis (Account review)* Tax (refunds, exemptions, tax exempt forms)* Enrollments, Drops or Rejections (New accounts, rejected accounts, updated contact or account information, etc.)* Retention Efforts - Prevent and save customers from cancelling* Re-Enroll customers whenever possible* Third Party Verifications- Provide support on special projects* Special outbound projects include:* Arrears and past due collection call efforts* Fixed Term/Fixed Price Drop
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Requirements |
See job description.
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