Black Turtle Services, Inc. Customer Service Representative - Bilingual in McAllen, Texas
Customer Service Representative - Bilingual
Operations – McAllen, Texas
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Employment Type Full -Time
Minimum Experience Entry-level
Black Turtle Services is a fast-growing start-up that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector. BTS is excited to launch a new office in McAllen, Texas to support a new government contract.
Headquartered in the Washington, DC Metro area, BTS specializes in providing high quality customer experiences through outsourcing contact center operations, contact center technology, and the development and maintenance of customer supporting web technology including self-service web sites, web chat, email, and social media monitoring. At the heart of every customer relationship we strive to accomplish two goals for our clients – to provide exceptional customer service and to constantly examine customer experience trends with an eye to data-driven improvements in all aspects of the customer experience.
The Customer Service Representative I provides information directly to customers via phone and email. The Customer Service Representative I reports directly to the Customer Service Team Lead, and takes direction from the Customer Service Supervisor and Site Director. This is an entry level position.
*This position may allow you the opportunity to work from home after certain quality and attendance requirements are met at the site.
Taking inbound customer service calls
Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner
Provide accurate responses and documentation of inquiries and complaints from consumers
Adhere to the Privacy Act as it relates to the confidentiality of information received
Report problems that occur and assist with resolution
Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics
Overtime may be required
Regular and Predictable Attendance Required
Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.
U.S. Citizenship required
Residency in the U.S. for three of the previous five years required
High School diploma or equivalent required
Minimum 6 months customer service/secretarial/telemarketing experience required
Public Trust Background Security Clearance is required including fingerprints
Criminal background check is required
Credit check required
SKILLS AND QUALIFICATIONS
Must be bilingual in both English and Spanish speaking and reading clearly and professionally
Must be able to type a minimum of 30 WPM
Ability to effectively work within established contractual turnaround times required
Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a team member is required
Must receive a passing score on required training modules
Black Turtle Services is an Equal Opportunity Employer
Minorities/Women/Disabled/Veterans/Disabled and other protected categories