Customer Service Representative Bilingual (Spanish) - Tulsa 

 

Responsible for handling a large volume of inbound phone calls regarding cellular service and strives to provide one-call resolution" for problems and irregularities identified by customers. Provides feedback to the company as to ways to improve efficiency and customer service.

 

Responsibilities
 

  • Responds to inbound customer calls in a professional manner, addressing customer issues, assuring that market quality standards are met.

  • Researches and resolves a wide variety of customer questions/issues.

  • Handles multiple tasks (i.e. talking with customers while accessing information and/or input in computer).

  • Adapts to the needs of individual caller (i.e. dissatisfied, first-time users, etc).

  • Offers alternatives and options to satisfy customer concerns.

  • Recognizes opportunities to offer enhanced services (i.e. accessories or calling features).

  • Provides customers timely and accurate information reflecting a positive and customer oriented image of the organization.

  • Maintains a courteous and pleasant demeanor while speaking with external and internal customers.

  • Achieves individual performance goals targeted by the organization.

  • Processes customer requests and where applicable, processes credits/adjustments to customer accounts.

  • Enters comments on customer contacts and follow-up dates where required.

  • Assists in other tasks as needed or assigned.

 

 

Qualifications

 

  • High school diploma or state equivalency certification required; college degree preferred.

  • Minimum of two years customer service experience in a high volume telephone contact environment with resolution of complaints or inquiries preferred.

  • Cellular experience preferred.

  • Experience with Windows-based PCs, including general office software knowledge required.

  • Ability to remain flexible and adaptable in a fast-paced environment required.

  • Effective organizational and interpersonal skills required.

  • Must be available to work a flexible schedule, with evenings and weekends.

  • Must be fluent in Spanish and English.
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