Customer service representative
job summary
this position is responsible for providing comprehensive support to customers through phone, email, chat, and self-service.
key responsibilities
* provide professional and high-quality customer service by adhering to scripts, workflows, and corporate policies.
* respond promptly to all incoming contacts, achieving a high-resolution rate with over 90% of issues being resolvable at first contact.
* escalate complex technical issues to the appropriate teams when necessary.
* maintain presence at the designated workspace and remain in the phone queue for the entire shift, with scheduled breaks.
* ensure possession of a functional cell phone for manager communication and two-factor authentication.
* monitor and read text on computer screens throughout the entire shift, ensuring accuracy and attention to detail.
requirements
basic qualifications:
• strong bilingual skills in both written and spoken english and spanish.
• 1-3 years of customer service experience, preferably within a contact center or healthcare setting.
• high school diploma or equivalent is required.
nice to have (but not a must):
• experience working in a call center environment.
• commitment to delivering exceptional service in all interactions.
• proficiency in typing and english language skills, both verbal and written.
• demonstrated ability to actively listen, assess caller needs, and take appropriate action.
• proven ability to thrive in a fast-paced environment.