Deliver on metrics for productivity and quality for example phone handle time, quality assessment, customer satisfaction etc. Tracks inquiries to their resolution; escalating issues when necessary. Documents responses and logs as required according to our workflows. Follow up to process tickets and transaction requests getting back to the customer in a timely manner. Perform other duties and required. Work hard / play hard - Fast-paced paced yet fun working environment Strong working knowledge of PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel) Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers Strong written (email) communication utilizing proper grammar and punctuation Ability to work independently while making sound business decisions on case information Ability to multitask using multiple systems, screens, and tasks during customer contacts Ability to learn and adapt to new software technologies Minimum 2 years customer service experience required; tenured with solid experience and able to handle complex calls, including escalations Solid background in handling Spanish Bilingual account. Able to effectively communicate, verbally and in writing, in both Spanish and English. Proven ability to handle challenging customers in a professional manner while remaining calm Experience with Internet, MS Word, Excel and Outlook Experience with databases, such as MS Access is an asset Strong analytical and problem-solving skills Organized and detail-oriented, with the ability to multi-task Demonstrated initiative and desire to learn new tasks Fluency in an additional language is an asset Ability to work both independently and as part of a team Put People First: Provide and seek constructive feedback - clear is kind; Choose Inclusion and foster belonging Work Customer Back: Focus on our customers' greatest needs, sweating every detail; Solve with tech and innovation; Create simple and valuable customer experiences Ability to work independently while making sound business decisions on case information Customer focus Strong listening skills Problem solving & solutions-oriented Remains calm under pressure Drive for results Functional / technical skills Upholds strong ethics and values, integrity and trust Empathy and Customer focus Communicate with clarity Genuinely care about helping customers to resolve their cases Actively listen and ask questions in a positive and professional manner to find the quickest resolution Work independently while making sound business decisions for customers Ability to multi-tasking - multiple systems, screens, active listening
