Customer Service Representative

Customer Service Representative

Trillium Professional is now seeking a Bilingual Customer Service Representative in Irving, TX!

Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate (Bilingual) in Irving, TX. Candidates should live within a commutable distance.

As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all. In this role, you will complete a 90 day probationary period, receive a brief call role play in Spanish and once successful, you will receive an hourly rate increase.

Training : New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led. This will also include on-the-job training and call shadowing. For training, this role will be on site Monday-Thursday, with the option to work remotely on Fridays. The hours of training are Monday Friday, 8 : 00am 5 : 00pm.

Schedule : This center is open from 6 : 50am-8 : 00pm Central Monday Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Tuesday) and 4 days working remotely, based on individual performance. This model could change based on business needs. At Week 7 and after, employees could be assigned a schedule which could include coming in earlier than 8 : 00am, or working later than 5 : 00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.

What you will be doing : Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of an internal client regarding mortgage escrow and tax questions. Identify customers' needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers. Actively and accurately documents discussions of inquiries and leverage internal tools / processes for next-level resolution needs. Leverage and master the use of multiple contact center management systems / agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya / Verint, Genesys, Five9 or ZOOM International). Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels. Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines.

Pay rate is $18.50-19.50 / hour.

Basic Qualifications : High school diploma, GED or equivalent, 1+ years of experience in a customer service / customer support role, 1+ years of Tech proficiency with MS Office, heavy use of MS Teams, or Google Suite and a client management system, Fully bilingual in Spanish, Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail, Must successfully meet or exceed personal KPIs, adhere to schedule / attendance and meet required deliverables / deadlines.

Preferred Qualifications : A bachelor's or associate degree, Tax / banking / mortgage / real estate industry servicing experience, Contact Center experience, Hands-on tech proficiency in contact center / workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio.

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same : to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and vacation days, if applicable. Trillium's offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.