Bilingual Customer Service Representative

Advantage Tech is looking for a Bilingual Customer Service Representative to join a great team based in Overland Park, Kansas.  This position will initially be 100% remote. Team members are responsible for interacting with customers to provide and process information in response to inquiries, concerns, and miscellaneous requests.

English and Spanish fluency is required

Responsibilities: 

  • Establish a working relationship with our customers by communicating via mail, telephone, or personally with customer or company employee by performing the following duties.
  • Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions and issues regarding supported programs, systems, processes and procedures.
  • Illustrate initiative; proactively contact customers and merchants to address issues (eg:  rejections, disputes, authorizations, technical needs, potential account issues, etc.).
  • Dedicated to actively engage in building rapport with internal and external parties to provide an excellent customer experience resulting in increased program usage.
  • May be asked to perform administrative tasks.
  • Route escalated requests and unresolved issues to the appropriate team members (e.g.: tier 2 or 3 or Leadership).
  • De-escalate challenging customers, clients or merchants and provide exceptional customer support.
  • Record customer interaction details, comments, and complaints within the CRM system.
  • Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards.
  • Actively participate in learning sessions.
  • Provide insight and feedback for client quarterly business reviews and collaborate with team and leadership to create action plans from feedback received from client to improve program satisfaction.
  • Provide feedback and collaborate with other team members to improve training and documentation for processes and procedures.
  • Demonstrate professionalism:  Maintain accountability, promote respect, stay work-focused, be punctual, demonstrate positive attitude.
  • Contribute to a culture of excellence by adhering to expectations for metrics and SLAs, participating in ongoing learning sessions and collaborating regularly with the team.
  • Participate in skip level meetings with Leadership to provide team, personal and program feedback; system program and role recommendations for improvements; requests for resources/tools for role, program, and system; effectively communicate needs from Leadership.
  • Accept the need for change and adapt positively to internal and external changes.
  • Provide feedback and assistance for processes and procedures for new program implementations.

Daily Tasks

  • All expectations consistently demonstrated in an accurate, comprehensive and timely manner.
  • Answer external and internal inquires via phone, email, etc (including, but not limited to:  basic data entry, reimbursement reconciliation, dispute resolution, transaction processing issues, process and procedure questions.
  • Prepare billings to be sent.
  • Complete account and user updates.
  • Send confirmation/approval communications.
  • Complete account onboarding steps.
  • Create and distribute applicable new launch announcements and welcome packets/letters/cards.
  • Request assistance by internal departments to address applicable program issues impacting clients, merchants and customers.

Required Experience, Skills and Abilities:

  • High School diploma or GED
  • Meet the criteria as outlined above and/or have related customer support experience or the equivalent combination of education and experience.
  • Minimum two years of customer support experience with heavy inbound call volume.
  • Work schedule flexibility.
  • Ability to skillfully manage challenging customer situations.
  • Excellent listening skills.
  • Coachable with ability to improve performance based on feedback.
  • Proficient with Outlook, Word and Excel.
  • Strong ability to work in a team and independent environment.
  • Ability to consistently meet expectations in an ever-changing environment.
  • Effective problem identification skills solution oriented.
  • Professional written and verbal communication skills.
  • Highly motivated and enthusiastic.
  • Multiple languages a plus.
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