Bilingual Service Desk Representative - Tier 1

What is the position?

The Bilingual Tier 1 Service Desk Representative is a vital member of a fully remote team focused on supporting inbound calls in both English and Spanish for NSHD. In this role, you will assist customers by answering their inquiries, guiding them through the complaint filing process, and providing updates on the status of their complaints.

What will I get to do?

As a Tier 1 Service Desk Representative, you will have the chance to demonstrate your outstanding customer service abilities while assisting customers via a cloud-based telephony system. Your responsibilities will include answering questions related to billing protections and helping customers file complaints. You will undergo a thorough training program consisting of a one-week instructor-led virtual course followed by a one-week job shadow experience. It's essential to carry out your responsibilities from a secure and dedicated workspace within your home. A successful candidate will work collaboratively with the team to effectively identify the reason for each call, address customer inquiries, and deliver precise and efficient responses. You should be customer-focused, courteous, dependable, knowledgeable, and adaptable.

What qualifications do I need?

High school diploma or GED.

Minimum of 2 years of customer service experience.

Must be a US Citizen or authorized to work in the US and have been a resident for at least 3 years out of the last 5 years.

Fluent in speaking, reading, and writing in Spanish.

What additional characteristics will help me thrive?

Proficiency in MS Office applications including Word, Excel, and Outlook.

Able to work efficiently in a fast-paced environment.

Strong reading comprehension and interpretive skills.

Excellent written and verbal communication abilities.

Professional telephone etiquette in a variety of situations.

Capability to meet deadlines and manage time effectively.

Willingness to work overtime as necessary.

Ability to take on additional duties as assigned by leadership within the project scope.

The available shifts are as follows:

Sunday through Thursday (Monday to Thursday 11:45 AM - 8:15 PM ET & Sunday 9:45 AM - 6:15 PM ET).

Sunday through Thursday (Monday to Thursday 7:45 AM - 4:15 PM ET & Sunday 9:45 AM - 6:15 PM ET).

Compensation Ranges

The compensation for this position varies based on several factors including location, skill set, education level, certifications, client requirements, and years of experience. The listed hourly wage is $19.51, which serves as a baseline guideline contingent upon various factors. This compensation forms part of ASM's overall benefits package.

EEO Requirements

ASM is committed to a policy of equal employment opportunity. We do not discriminate against any individual based on race, color, religion, sex, disability, age, veteran status, gender identity, sexual orientation, or national origin. Our hiring practices and recruitment are conducted without regard to these characteristics.

Physical Requirements

Employees must meet specific physical requirements to successfully perform the essential functions of this role. Reasonable accommodations may be provided for individuals with qualifying disabilities.

Disclaimer

This job description outlines the general nature and level of work expected from employees in this classification. It is not an exhaustive list of all tasks, responsibilities, or qualifications associated with this role.