Bilingual Customer Experience Specialist - REMOTE

The Customer Experience Specialist plays a valuable support role by providing a superior level of service to all customers to address their needs expediently. Working at SMART, we create value for our customers by delivering solutions that power relationships at scale. Our pace of work enables fast learning and fosters an environment where you can stretch yourself and make an impact. Our commitment is to provide our customers with our undivided attention and assist them in establishing payment plans that fit their personal needs. This is a work from home position, the successful candidate will be a highly motivated individual that is able to work independently. Responsibilities include:

• Receive inbound customer calls, identify caller needs, establish a payment schedule and resolve conflict to achieve the highest level of customer satisfaction
• Make outbound customer calls as follow up, and to provide additional information as needed
• Provide assistance to callers in regards to pay-date change requests, adjusting bill information, taking payments and other service needs directly related to a customer account
• Resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
• Maintain customer records in company CRM tool, document customer interactions and transactions, record details of inquiries, complaints, comments, and actions that are taken
• Maintain individual call quality goals, and adhere to the Customer Experience guidelines for improved customer satisfaction results
• Effectively communicate knowledge of company services, policies and procedures
• Assisting customers in enrolling additional accounts, providing a detailed overview of services by demonstrating a full understanding of what services are available to the customer
• Handle high volume of inbound calls during peak times, averaging 60-80 calls per day providing superior customer service to every customer by using relationship building techniques and proper phone etiquette

Qualifications:

• Must be bilingual in both Spanish and English
• At least two years of call center experience in banking, insurance, phone or cable industries
• Ability to multitask and work in a fast-paced environment
• Ability to work independently as well as part of a team
• Superior customer service skills and the ability to maintain positive working relationships
• Strong organizational skills and attention to detail
• Excellent verbal and written communication skills
• Ability to use computers competently; requires data entry
• A professional interruption-free work environment to seamlessly provide outstanding service to our clients
• Follow security and compliance standards to ensure all customer financial information remains strictly confidential
• Schedules are assigned based on need and time zone. Schedules will be a combination of: Monday - Friday 10:00 AM - 7:00 PM CST and 8:30 AM - 5:30 PM CST
• Saturday shifts are required and scheduled based on business needs. Saturday shifts are 10:00 AM - 2:30 PM CST

Requirements:

• Personal Computer - Company computer issued after 60 days.
• High-speed internet (Please complete at speed test at speedtest.net. our system requires a 50-100 megabytes/sec for download speed and a ping Apply tot his job

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