Job Description

Overview

About the Role: As a Bilingual Tier 1 Customer Support Representative, you will be a vital part of a fully remote team providing exceptional service to both English and Spanish-speaking customers. In this role, you will assist customers by addressing inquiries, helping them file complaints, and providing updates on complaint statuses.

Your Responsibilities: You will have the chance to demonstrate your outstanding customer service skills while engaging with customers through a cloud-based telephony system. Your core duties will include answering general questions regarding billing protections and facilitating the complaint filing process. You will receive comprehensive training through a one-week virtual course, followed by a week of job shadowing. You must perform your job in a dedicated secure area at your home. Successful candidates will work collaboratively to identify the reasons for customer calls, resolve inquiries, and deliver accurate and efficient responses. Ideal representatives will be customer-focused, courteous, dependable, knowledgeable, and adaptable.

Qualifications:

• High school diploma or GED.
• At least 2 years of customer service experience.
• Must be a US Citizen or authorized to work in the US (if not a citizen) and a resident of the US for at least 3 of the last 5 years.
• Fluent in Spanish (speaking, reading, and writing).

Additional Desired Skills:

• Proficient in MS Office applications, including Word, Excel, and Outlook.
• Able to thrive in a fast-paced environment.
• Strong reading and interpretive skills.
• Excellent written and verbal communication skills.
• Professional telephone etiquette.
• Able to meet deadlines and work overtime as needed.
• Willingness to take on additional responsibilities as assigned by leadership.

Shifts:

• Sunday Thursday (Monday Thursday 11:45 AM - 8:15 PM ET & Sunday 9:45 AM - 6:15 PM ET)
• Sunday Thursday (Monday Thursday 7:45 AM - 4:15 PM ET & Sunday 9:45 AM - 6:15 PM ET)

Compensation: ASM Research compensation varies based on location, skill set, education, certifications, client requirements, government clearance, and experience. The listed compensation is a general guideline and may differ for each role, along with a comprehensive benefits package.

Equal Employment Opportunity and Physical Requirements: ASM is committed to equal employment opportunities without regard to race, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin. We ensure that all hiring and training practices are conducted fairly. The physical requirements required for this position must be met to perform the essential functions of the job, with reasonable accommodations available for those with qualifying disabilities.

Disclaimer: The above job description outlines the general nature and level of work expected from employees assigned to this classification. It is not meant to be an exhaustive inventory of all duties and qualifications required.

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