Bilingual Intake Specialist

About the Role

• Work From Home (Open to Non-Omaha Metro Area Residents Only)
• Bilingual customer service representative role involving inbound calls.

Key Responsibilities

• Respond to inbound customer contact/inquiries via multimedia channels including but not limited to voice and email.
• Research required information and resolve inquiries using available resources.
• Accurately provide customers with information in accordance with the program they are working.
• Enter information into applicable system.
• Identify and escalate issues as appropriate.
• Re-route/redirect calls to appropriate resources if applicable.
• Provide follow-up customer contact/inquiries where necessary.
• Document all information according to standard operating procedures and quality assurance guidelines.
• Meet/achieve productivity standards.

Requirements & Tech Stack

• Fluent in Spanish and English is a REQUIREMENT.
• Must be able to speak and read English and Spanish clearly, professionally, and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a personal computer and the Windows operating system is required.
• Must be able to navigate various systems and browsers.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Strong Computer skills.

Qualifications

• Minimum 6 Months Customer Service/administrative/telemarketing Experience.
• High School diploma or equivalent required.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks.
• The ability to effectively work within established key performance indicators/metrics is necessary.