Bilingual Customer Service Representative

Job Description

Job Description

Our client in the South Side of Pittsburgh, PA is hiring for a Bilingual Customer Service Representative for a contract to hire job opportunity. This location has free parking provided and they are also bus accessible! After DAY 1, the position is remote. Must be living in PENNSYLVANIA OR OHIO. Training schedule : 8AM - 4 : 30PM (Monday - Friday) for first 3 weeks. Permanent schedule would be sometime between 8AM -6PM (Monday - Friday). Pay : $18

This position is responsible for direct communication with customers, handling customer questions, taking inbound calls, making outbound calls, and taking applications over the phone for the companys programs. Requires an individual who has outstanding customer service skills, the ability to navigate computer systems efficiently and ability to fluently speak multiple languages, including Spanish.

Essential Duties and Responsibilities : include the following. Other duties may be assigned.

Perform day-to-day activities of the program under the supervision of the Workforce Director, including :

• Manages timecard daily by clocking in / out of the timekeeping systems at the beginning / end of shift and for unpaid lunch breaks.
• Recognizes and respects diversity among coworkers and customers.
• Maintains regular attendance.
• Knowledge of company policies, practices, and procedures.
• Ability to understand and navigate telephone and computer systems to communicate with customers.
• Complete customer applications using the telephone and determines customer eligibility for relevant programs.
• Correctly follows workflow process in programs software systems to complete tasks as assigned.
• Manages difficult or emotional customer situations by using appropriate de-escalation tactics.
• Responds promptly to customer needs.
• Adheres to program guidelines and procedures, as established by Dollar Energy.
• Takes inbound calls from customers, assists customers with questions and resolving problems related to program participation.
• Maintains and updates customer accounts using the Dollar Energy computer systems.
• Advises customers of application process for LIHEAP.
• Recertifies customers in the Customer Assistance Program.
• Performs data processing and maintenance of customer accounts using the Dollar Energy computer systems.
• Obtains and reviews income documentation.
• Required to work on other utility programs if there is a business need.
• Handles work assignments as assigned by Workforce, or a Subject Matter Expert.
• Utilizes knowledge base for utility program information and procedures daily.
• Reviews and acknowledges QA, metric, and coaching communication in a timely manner.
• Check emails, Teams messages and other standard modes of company communication daily.
• Meets monthly metrics for Contact Center Specialist level.
• Proficiency in answering inbound and outbound calls with attention to detail.
• Strong customer service skills with experience in call center environments.
• Competency in data entry and maintaining accurate records.
• Familiarity with Microsoft Excel and Word for administrative tasks.
• Ability to manage email correspondence and schedule appointments efficiently.
• Knowledge of order entry processes and utility program procedures.
• Demonstrated ability to handle challenging situations and resolve customer concerns.
• Bilingual fluency to communicate effectively with diverse customer groups.