Customer Care Associates - Bilingual Spanish and English Only

Job Summary / Company : Sparks Group has partnered with a global company that is seeking Customer Care Associates for a hybrid opportunity near Dallas, TX, You must live in a commutable distance as this opportunity reports onsite each week. If you are looking for a fulfilling career in customer care this could be the perfect opportunity for you! As a Customer Care Associate, you'll be the professional, welcoming voice of the company in a dynamic production setting. Your dedication to customer satisfaction will be paramount as you grow your skills. Please apply today!

Responsibilities :

• Manage customer inquiries : Respond to approximately 22-25 daily calls regarding mortgage escrow and tax questions for clients.
• Provide comprehensive solutions : Identify customer needs, research issues across up to 10 different systems, analyze data, and offer accurate solutions and guidance.
• Document and escalate : Thoroughly document customer interactions and use internal tools for efficient escalation when needed.
• Utilize diverse software : Master various contact center management systems like Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya / Verint, Genesys, Five9, or ZOOM International.
• Exceed performance goals : consistently meet or surpass individual production metrics and quality KPIs, including client contractual service levels.
• Maintain professionalism : Always act professionally and appropriately, strictly adhering to schedules and attendance guidelines.
• Additional Tasks and duties as assigned.

Qualifications / Background Profile :