Bilingual Customer Experience Representative

Job Description

Job Description

Bilingual Customer Experience Representative

National Certification Agency

$17.50 per hour

Temp to Hire

Monday-Friday, 8 : 30am-5 : 00pm

Columbus, Ohio

What the position offers :

• Once hired permanently; Medical, Dental, and Vision insurance
• Life, AD&D, STD, and LTD
• 401k with 100% match on the first 6%
• PTO, sick time, and parental leave
• Tuition reimbursement
• 12 paid holidays

What you’ll be doing :

• Develop Knowledge Base
• Understand the basis for how and why the NREMT exists
• Embrace a team-based culture of excellent customer service
• Learn the nuances of the NREMT certification, recertification, and examination processes
• Stakeholder support
• Manage large amounts of inbound and outbound calls or emails promptly
• Follow communication scripts when handling different topics
• Take proper action for customers’ needs, clarify information, research easily identifiable issues, and provide solutions or alternatives
• Meet personal qualitative and quantitative targets
• Consult with appropriate team members to address pertinent policy and process information to registrants, candidates, and stakeholders
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests to appropriate team member as required
• Keep equipment operational by following established procedures, reporting malfunctions
• Process emails, tickets, faxes, documents
• Keep accurate records of all conversations in our database in a comprehensible way
• Take part in training and other learning opportunities to expand knowledge of company and position
• Update job knowledge by participating in educational opportunities
• Assist with the processing, review, and audits of applications and documentation

Who we’re looking for :

• 100% bilingual in Spanish and English is required
• Entry-level customer service experience, including the ability to communicate in written formats. The ability to type, coupled with proficient computer skills and software knowledge required
• Entry-level experience with documentation of calls and actions taken
• Ability to understand the body of certification for EMS
• Able to exercise discretion and maintain confidentiality as well as high ethics and integrity
• Possess exceptional interpersonal and communication skills, both oral and written
• Strong ability to work as a team
• Strong problem-solving and decision-making skills
• Experience with a CRM system would be helpful
16 days ago