The Bilingual Customer Service Representative is responsible for answering and handling inbound calls on behalf of our client.
The Customer Service Representative is accountable for answering all concerns and questions while providing excellent customer service. The Customer Service Representative will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service to ensure the member receives excellent customer-focused telephone service. Fluent in both English and Spanish is REQUIRED for this position.
Assist customers with a wide variety of questions via information accessed through the computer.
Review employee accounts and answer questions based upon established policies and procedures.
Maintain current knowledge of Aon's programs and services through on-going classroom and computer-based programs.
Possess the ability to troubleshoot complex issues with little guidance
Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers.
Possess the ability to work under pressure in a call center environment.
Possess exceptional conversational and problem solving skills.
Ability to multitask and be able to diffuse difficult situations.
Possess the ability to decipher and articulate the customer perspective so that the customer's needs and concerns are accurately and empathetically addressed.
Excellent interpersonal and telephone communication skills
Perform additional tasks as directed.
Essential skills and experience:
High School diploma or equivalency and 1 year customer service related experience.
Ability to multi-task (talk and type at the same time) and use multiple applications.
Excellent interpersonal, verbal, written and listening communication skills, fluent in both the English and Spanish language.
Proficient use of the Microsoft Suite and Windows applications while focusing on multi-tasking using several windows applications at once while assisting a customer.