Bilingual Spanish-Customer Service Representative
Company Overview: C3 is a Customer Communications Conduit for corporations who view customer care as a strong component of their growth and brand development strategies. C3 builds solid partnerships with its clients based on mutually determined business objectives. Our service offering includes contact center services, web services, data analysis, back office solutions and consulting services. Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry. Consistency across our centers, regardless of geography, is at the core of our operating philosophy.
Position Purpose: The Customer Care Representative will provide outstanding service acting as the primary point of contact for customers regarding products and services related to client programs. Associates will provide callers with thorough service that builds relationships, resolves issues and increases overall trust and satisfaction in client’s products and services.
Professionally handle high volume incoming inquiries from members and providers.
Identifies and/or responds to inquiries, dissatisfaction, complaints and grievances.
Documents all calls in inquiry tracking system.
Applies established protocols to ensure resolution is provided and presented in a clear and accurate manner.
Facilitates problem resolution and acts as a customer advocate.
Working from client-generated lists or reports, initiate outbound calls to customers to gather additional information or provide status on outstanding topics. Identifies member/provider issues and refers to appropriate departments. Monitors inquiries forwarded to other departments and follows through to ensure timely resolution. Follows up on outstanding inquiries and works with department staff to identify and resolve areas of non-compliance. Distinguishes between routine and significant issues and notifies management of any issue which could negatively impact service.
When possible, resolve customer issues via one call resolution guidelines and/or escalated process.
Accurately update customer/client information.
Meet or exceed company and client performance and quality metrics.
Maintain a balance between company policy and customer benefit in decision making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Responsible for call disposition or compiling and generating reports as required.
Bilingual (Spanish/English) skills required
1+ years of experience in customer service required.
Ability, proficiency, and a fondness for working with seniors required.
Strong detail orientation and excellent communication/listening skills.
Ability to pass all skill assessments including demonstrated experience with Microsoft applications.
Ability to pass background checks.
Demonstrated passion for excellence with respect to treating and caring for customers.
Strong decision making and analytical abilities.
Ability to identify customer needs and clearly articulate product and service offerings.
Willingness to work a flexible schedule to include weekends, possible holidays and occasional overtime when needed.
Highly developed sense of integrity and commitment to customer satisfaction.
Meet all attendance and dependability requirements. Establishes effective relationships, exhibits tact and consideration, and displays a positive outlook and pleasant manner. Adheres to a stringent schedule (Begins work on time, keeps absences within guidelines, returns on time from breaks and meals, and displays flexibility regarding scheduling and schedules time off in advance). Handles difficult customers effectively Displays a high level of initiative; is action oriented Possesses strong analytical and problem solving skills Possesses a professional telephone speaking voice Demonstrates the ability to perform well and maintain composure under stress Learns new skills, knowledge and systems quickly Displays the ability to multi-task, prioritize work and manage time previous experience working within a contact center environment is required
Data Entry Speed
Data Entry Accuracy
Requisition Number: 821