Customer Service Representative - Puerto Rico

Customer Service Representative - Puerto Rico

Location: Aguadilla, Puerto Rico
Schedule: 8am-8pm Monday-Friday (must be open to 8 hour shift in that time span)
Position Type: On-site

---

Job Summary:

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction. Primary responsibilities include direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to client requirements. Evenings, weekend, and holiday availability is required. This position reports to the Customer Service Supervisor under the direction of the Customer Service Manager.

---

Qualifications:

• High School Diploma or GED Equivalent.
• Fully bilingual (Spanish and English) - Strong English level (B2 minimum).
• At least 6 months of experience in a call center 

Preferred:
• Excellent verbal and written communication
• High Level of interpersonal skills,including active listening and understanding
• Work on tight deadlines and service levels
• Ability to interact with customers in a professional manner while having an upbeat and friendly demeanor
• Excellent computer skills including experience with Microsoft Office products
• Ability to work independently at a quick pace and with a high degree of accuracy
 

---

Responsibilities:

• Answers incoming calls from queue in a professional and courteous manner
• Assists internal and external customers via email
• Service internal and external customers via customer chat channel
• Ensure that customer requests are fulfilled, and questions are answered in an accurate, knowledgeable, and efficient manner
• Transfers callers to the appropriate departments
• Escalate calls to supervisor as warranted
• Enter appropriate comments and notes within policy database
• Proactively recommend and upsell appropriate products based upon customer needs or direction from supervisor
• Takes a proactive approach to enhance product knowledge when not on a call, including but not exclusive to submitting topics for department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites
• Foster a team environment by creating and maintaining a positive relationship with peers, customers, and business partners
• Consistently meet or exceed performance standards outlined in the Customer Service Department career path