Bilingual Contact Center Associate at Angeion Group LLC – Philadelphia, Pennsylvania

Job title

The Bilingual Contact Center Associate will assist class members with inquiries related to a company’s product and services.

Job Duties and Responsibilities:

Conducts day-to-day communication with class members for multiple cases assignedProvides back-up and support for day-to-day communication with class members for cases assigned to others, as needed Professionally and expertly conducts telephone communication with class members, ensuring class members receive timely and accurate information that meets their needsWhen necessary, Reviews each assigned email inbox daily, providing satisfactory responses to each class member’s email Is available for special projects assigned by the Operations Management Team. These projects may include making outgoing calls, monitoring Zendesk emails, or an assigned email inbox. Works effectively with Contact Center Team Lead as first point of escalation to ensure escalated class member situations are resolved in a timely mannerIndependently handles all day-to-day administrative responsibilities associated with each assigned caseHandles sensitive information and data for special cases concerning secure information, as neededProactively reviews and understands all documentation associated with each assigned caseHandles tasks requiring strong attention to detail after completing extensive training.Assists with training of individuals in administrative roles, upon the request of managerCommunicates regularly and effectively with all colleaguesMeets regularly with managers to provide feedback and facilitate communicationAdheres to all business processes while performing tasksAble to take on new tasks and responsibilities as neededPerforming other work-related duties as assigned by management

Qualifications

The essential qualifications include, but are not limited to the following

Education and Experience:

Bilingual (Spanish & English)Customer service experience requiredHigh School Diploma or equivalentExcellent communication skills including active listeningService-oriented and able to resolve customer grievancesDemonstrated ability to independently prioritize tasksAbility to organize and manage multiple prioritiesAbility to multi-task and manage time effectivelyExcellent organizational skills with an eye for detailsAbility to be flexible to adapt and act quickly when urgent matters require itDisplay the technical skills necessary to perform all job functionsProject a positive, professional image toward clients, vendors and staff in all interactions and situations

Follow all company rules, policies and practices as contained in the Employee Handbook or as outlined by the company’s CEO/senior managementMust be able to work independently and within a team and possess a positive, "can-do" attitudeMust have strong customer support orientation (for internal/external customers) and demonstrated professional demeanorMaintain all client, company, and employee information as confidential and share only on a need-to-know basis.Excellent computer skills including all MS Office applications (Word, Excel, Outlook, PowerPoint) required skills including all MS Office applications. (Word, Excel, Outlook, PowerPoint) requiredMust be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future

Traveling

On occasion, the Contact Center Manager may travel to another company location, or a company sponsored event. The Contact Center Manager may also from time to time be asked to meet with current and prospective clients on behalf of the company.

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. Sitting for extended periods is common. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This position requires the ability to analyze many variables and choose the most effective course of action at any given point in time. You must be able to handle multiple tasks and diverse work problems daily. You must be able to handle stressful situations and interact with various types of customers, while also prioritizing your workload.