Bilingual Customer Service Representative

PrideStaff is looking to fill temp to hire Bilingual (Spanish) Customer Service Representative positions. Our client offers a great work environment, several benefits, vacation, 401K, and tuition assistance.

JOB DESCRIPTION:

Bilingual Customer Service Representative:

Primary role of the Associate Bilingual Internal Sales Specialist is to identify and generate customer referrals for Consumer services, as well as, create an awareness of the program with our English and Spanish speaking claimants. Specialist will educate claimants regarding information related to the Social Security Disability process, their case, and the advantages of using representational services. Position will also generate referrals/leads for the Disability Life Planning Service? and Medicare Advisor?. Generate referrals and the presence of Consumer referrals through outbound and inbound call activity for the Connections Count program. Generate referrals for other services by assessing claimant need; Obtains information regarding other services/programs that might be helpful to the claimant such as prescription assistance, state funded programs (welfare) and other local resources. Meet and support monthly, quarterly and annual referral goals - Individual and Team. Access claimant's record on the system (past notes, completed fields, actions); interpret, gather, and convey information to the caller. Provide status/general information to claimants related to their claims and set tasks as appropriate Maintain technical knowledge of Social Security Disability requirements, the disability application process, SSI, Workers' Compensation, Medicare and medical/vocational issues. Perform data entry in case management and referral systems. Accurately and thoroughly document talk notes of all conversations and actions. Demonstrate tact, diplomacy, and a positive professional attitude when handling problem situations. Maintain control of claimants' conversations to focus on resolving their concerns and achieving a high level of claimant satisfaction Demonstrate self confidence in initiating contact via telephone and email. Maintain strict confidentiality of claimant information, procedural manuals, client/prospect lists, information on new business ventures and other confidential information.

**Candidates should be able speak, read and write Spanish and English.

ESSENTIAL JOB REQUIREMENTS:

MEETS OR EXCEEDS CUSTOMER EXPECTATIONS BY:

Preparing quotations; entering orders; processing orders; accurately and professionally handling customer inquiries and requests regarding products, prices, and services for the medical and consumer line offered; processing online orders; completing correspondence for customers requesting information via e-mail, fax and mail.

RESOLVES PRODUCT PROBLEMS AND REQUIRED ACTION BY:

Clarifying customer complaint; determining the cause of the problem; selecting the best solution to solve the problem; expediting adjustment; following up to ensure resolution; entering all warranty and complaint issues in customer complaint database to satisfy ISO compliance.

MAINTAINS QUALITY SERVICE BY:

Keeping error rates minimal and within acceptable ranges; meeting or exceeding all performance measurements of volume, quality, and satisfactory or above distributor and internal customer feedback.

EDUCATION AND EXPERIENCE:

High School diploma or GED required or three to six months related experience required. Excellent oral/telephone communication skills required. Ability to communicate (both verbally and in writing) in both English and Spanish required. Candidate must possess excellent organizational skills. Position requires a high level of initiative.

COMPUTER EXPERIENCE:

Intermediate personal computer skills; Individual must also have solid working knowledge of Microsoft Office (Word and Excel) for application in electronic mail, routine database activity, word processing, spreadsheet, graphics, etc. **Must be able to pass Customer Service Simulation Data Entry Test.

If you have any additional questions, please feel free to contact us at 618.937.8626.