Job Description

Responsibilities:

• Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.

• Partner with peers and supervisor to monitor and maintain coverage of all contact streams.

• Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.

• Partner with internal teams to troubleshoot and resolve client issues including, but not limited to: login issues, password resets, submission of required forms, etc.

• Maintain accurate record of contacts and interactions.

• Must be able to maintain applicant/client privacy in compliance with all applicable laws.

• Create positive relationships with contacts to ensure satisfaction and retention.

Qualifications: 

• Proficiency in Spanish/Portuguese language (speaking, reading, writing)

• Minimum of 2 years of customer service experience strongly preferred.

• Minimum of 2 years of working in a call center environment preferred.

• Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.

• Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.

• Graduate of any 2-year or 4-year course, preferred; or has at least completed 2 years of college

• Ability to work night shift or shifting schedules 

Work Set Up: Onsite, Vertis North Office