• Customer Service Representative - Bilingual

    CognosanteMcallen, TX 78501

    Job #1119245103

  • Customer Service Representative - Bilingual

    Location:

    McAllen, TX

    Job Id:

    102

    of Openings:

    1

    Customer Service Representative - Bilingual

    SUMMARY

    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

    The Customer Service Representative-Bilingual provides information directly to customers via phone and email. The Customer Service Representative-Bilingual 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 is a work at home position. You will be required to work from home after 90 days on site in McAllen, TX and certain quality and attendance requirements are met at the site

    Full-time schedules. HOOPS: Monday-Friday 7am-8:15pm, NO Weekends. Apply at ~~~

    Pay $10.84 hourly plus $4.18 in Health and Welfare dollars to be used for insurance and other Health and Welfare approved programs.

    JOB RESPONSIBILITIES:

    • 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.

    REQUIREMENTS:

    • U.S. Citizenship required
    • Residency in the U.S. for three of the previous five years required
    • High School diploma or equivalent required
    • Must be bilingual in both English and Spanish speaking and reading clearly and professionally
    • Must be able to type a minimum of 30 WPM
    • 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

    • 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

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