Bilingual Customer Service Representative

Job Description

The Net.America Corporation is looking for a Bilingual Customer Service Representative to perform the following tasks:

Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, online, fax and in-person requests for assistance from customers/stakeholders

Using scripted and unscripted questions, interview customers/stakeholders to collect information and leads callers through diagnostic procedures to resolve customer inquiries

Provide general and detailed explanations/information in clear, easy to understand language to customers/stakeholders

Handle problem recognition, research, isolation, resolution and follow-up for routine customer inquiries

Research inquiries/information using provided sources, including information sheets, handbooks, training materials, the internet, etc

Document, logs and track calls using problem management database (ticket system), and maintains history records and related problem documentation

Other duties as assigned

Requirements

Call Center experience

High School Diploma

Ability to identify problems, troubleshoot and be a problem solver

Quality focus. Ability to conduct thorough analysis

Self-motivated and desire/ability to learn new topics quickly. Works well independently and in a team setting in fast-paced environment under time constraints

Customer service focus

Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests

Good verbal, listening and written communications abilities

Positive and confident telephone skills

Basic computer skills, including MS Office software (i.e., Word, Excel, etc.) and internet

Efficient keyboarding/typing skills

Knowledgeable of IT help desk concepts and procedures

Displays professionalism and strong interpersonal abilities

About The net.America Corporation:

The net.America Corporation is a highly successful woman-owned SBA EDWOSB 8(m) certified firm providing program management, information systems, and multi-channel contact centers to Federal government agencies.

In business since 2000, net.America has a proven track record of providing efficient and effective professional services to federal agencies, such as FEMA, NASA, HUD, and TSA. For the past 15 years, net.America has been providing FEMA, TSA, COMMERCE, and HUD with program management support, software development, e-grants support, and Help Desk services.