Customer Service Representative - Bilingual

Company: Cognosante
Location: Mcallen
Posted on: March 18, 2023

Job Description:

Job Description SUMMARY Black Turtle Services is a fast-growing start-up that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector The Customer Service Representative-Bilingual provides information directly to customers via phone and email. The Customer Service Representative-Bilingual reports directly to the Customer Service Team Lead and takes direction from the Customer Service Supervisor and Site Director. This is an entry level position. Full-time schedules. Must have schedule flexibility. Must be bilingual in both English and Spanish while reading clearly and professionally. Pay $10.84 hourly plus $4.18 in Health and Welfare dollars to be used for insurance and other Health and Wellness approved programs. JOB RESPONSIBILITIES: * Taking inbound customer service calls
* Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
* Provide accurate responses and documentation of inquiries and complaints from consumers
* Adhere to the Privacy Act as it relates to the confidentiality of information received
* Report problems that occur and assist with resolution
* Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
* Overtime may be required
* Regular and Predictable Attendance Required
* Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training. REQUIREMENTS: * U.S. Citizenship required
* Residency in the U.S. for three of the previous five years required
* High School diploma or equivalent required
* Must be bilingual in both English and Spanish speaking, while reading clearly and professionally
* Must be able to type a minimum of 30 WPM
* Minimum 6 months customer service/secretarial/telemarketing experience required
* Public Trust Background Security Clearance is required including fingerprints
* Criminal background check is required
* Credit check required SKILLS AND QUALIFICATIONS * Ability to effectively work within established contractual turnaround times required
* Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
* Proven ability to work as a team member is required
* Must receive a passing score on required training modules **We will be taking Walk-in Interviews Monday January 20th and Tuesday January 21st from 8:00AM to 4:00PM (Please bring a valid picture I.D. with you).** Black Turtle Services is an Equal Opportunity Employer Minorities/Women/Disabled/Veterans/Disabled and other protected categories by Jobble

Keywords: Cognosante, McAllen , Customer Service Representative - Bilingual, Other , Mcallen, Texas