Customer Service Representative(Bilingual English/Spanish)

Positions: 40+

Reports To Position: Manager, Supervisor, Lead

Supervises Positions: None

General Summary

The Bilingual Customer Service Representative (CSR) serves as an immediate point of contact for customers and provides timely review and update of accounts through multi-channel support options regarding all inquiries, account maintenance, product fulfillment, and multifaceted resolutions. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing accurate payments. This position is required to meet/exceed specific performance metrics that directly impacts the customer experience which can have a direct impact in generated revenue. The CSR increases and maintains expert knowledge of client products and services and is expected to keep up-to-date with policy, procedural, and product updates.

Duties & Responsibilities

• Addresses customer inquiries and maintains customer accounts through multi-channel support options according to specific guidelines and procedures. Inquiries can involve tag fulfillment and multifaceted account resolutions.
• Maintains PCI compliance as it relates to collecting and processing accurate payments with credit card and/or banking information.
• Meets/exceeds daily qualitative and quantitative targets to maintain operational standards and strengthen customer satisfaction.
• Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
• Builds expert and dynamic knowledge of client products and services; keeps abreast of all procedural and product updates and implementing as directed.

Knowledge, Skills and Abilities

• Ability to speak clearly, correctly and listen effectively.
• Knowledge of basic math.
• Good written and interpersonal skills.
• Strong customer service skills.
• Good analytical and organization skills.
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
• Must possess keyboarding skills of 30 wpm and 10-key touch.
• Ability to work in a team environment and be open to change.
• Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.
• Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner.
• Ability to establish and maintain effective working relationships with others.
• Must be able to maintain confidentiality.

Work Environment

There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air condition is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Required Education / Experience

High school diploma or G.E.D. equivalent from an accredited institution. Minimum six months of relevant customer service experience required.

Other Duties

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Equal Opportunity Statement

Bickham Services is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.