Bilingual Customer Experience Representative

Job Description

Bilingual Customer Experience Representative

National Certification Agency

$17.50 per hour

Temp to Hire

Monday-Friday, 8:30am-5:00pm

Columbus, Ohio

What the position offers:

Once hired permanently; Medical, Dental, and Vision insurance

Life, AD&D, STD, and LTD

401k with 100% match on the first 6%

PTO, sick time, and parental leave

Tuition reimbursement

12 paid holidays

What you’ll be doing:

Develop Knowledge Base

Understand the basis for how and why the NREMT exists

Embrace a team-based culture of excellent customer service

Learn the nuances of the NREMT certification, recertification, and examination processes

Stakeholder support

Manage large amounts of inbound and outbound calls or emails promptly

Follow communication “scripts” when handling different topics

Take proper action for customers’ needs, clarify information, research easily identifiable issues, and provide solutions or alternatives

Meet personal qualitative and quantitative targets

Consult with appropriate team members to address pertinent policy and process information to registrants, candidates, and stakeholders

Fulfill requests by clarifying desired information; completing transactions; forwarding requests to appropriate team member as required

Keep equipment operational by following established procedures, reporting malfunctions

Process emails, tickets, faxes, documents

Keep accurate records of all conversations in our database in a comprehensible way

Take part in training and other learning opportunities to expand knowledge of company and position

Update job knowledge by participating in educational opportunities

Assist with the processing, review, and audits of applications and documentation

Who we’re looking for:

100% bilingual in Spanish and English is required

Entry-level customer service experience, including the ability to communicate in written formats. The ability to type, coupled with proficient computer skills and software knowledge required

Entry-level experience with documentation of calls and actions taken

Ability to understand the body of certification for EMS

Able to exercise discretion and maintain confidentiality as well as high ethics and integrity

Possess exceptional interpersonal and communication skills, both oral and written

Strong ability to work as a team

Strong problem-solving and decision-making skills

Experience with a CRM system would be helpful

#ZR