Bilingual Customer Service Representative

Location : Oklahoma City, OK, US, 73120

• We provide a comprehensive 5 week introductory training program.
• We offer additional in-house training and shadowing
• We provide one-on-one coaching and feedback to help develop your skill set
• We provide leadership training opportunities

BASIC PURPOSE : The Bilingual Contact Center Representative provides exceptional customer service, Roadside Service dispatch, and initiates sales to a wide range of clients.

Contact Center Representatives will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry.

Fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner

• Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
• Assists customers, stores, and restaurant personnel by handling questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, comment cards, U.S. mail, etc.
• Creatively solves customer issues and provides resolutions to the customers satisfaction. Escalates issues as needed to the appropriate individuals or departments.
• Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
• Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
• Maintains ILR loyalty program by assisting customers and store personnel with ILR general program questions, status level, and performing account maintenance as needed.
• Handles all gift card balance inquiries, general questions, and bulk gift card orders.
• Generates reporting daily, weekly, monthly, and quarterly regarding agent performance metrics, customer call detail, resolution status, and historical trends.
• Creates, prints, addresses and mails response letters to customers as needed.
• Achieves phone management metrics as determined for Contact Center Representatives.
• Other duties assigned as needed.

Education :

• HS Diploma or equivalent
• Some College a plus Experience :
• 2-3 years Call Center and Customer Service Experience Preferred Skills :
• Hard skills : Computer Skills, Microsoft Office and Access, Customer Service Software, Typing (60+ wpm)
• Soft Skills : Excellent written / verbal communication, customer focused, ability to learn quickly, team player, attention to detail, thorough follow-up, and ability to multitask
• Spanish preferred The Love's Experience

Loves was founded in 1964 on the values of integrity, customer focus, strong work ethic, innovation and perseverance. We are looking for these in every person we hire.

No matter what job you do for Loves, your commitment to these values will not only continue our legacy of growth, it will also ensure your successful career.