Cognosante is a fast-growing company that provides multi-channel customer contact management solutions for clients in the US Federal Government and the commercial sector.
The Customer Service Representative-Bilingual provides information directly to customers via phone and email. The Customer Service Representative-Bilingual reports directly to the Customer Service Team Lead and takes direction from the Customer Service Supervisor and Site Director. This is an entry level position.
This position is a work at home position.
Full-time schedules. HOOPS: Monday-Friday 7am-8:15pm, NO Weekends.
* Taking inbound customer service calls * Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner * Provide accurate responses and documentation of inquiries and complaints from consumers * Adhere to the Privacy Act as it relates to the confidentiality of information received * Report problems that occur and assist with resolution * Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics * Overtime may be required * Regular and Predictable Attendance Required * Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training.
* U.S. Citizenship required * Residency in the U.S. for three of the previous five years required * High School diploma or equivalent required * Must be bilingual in both English and Spanish speaking and reading clearly and professionally * Must be able to type a minimum of 30 WPM * Minimum 6 months customer service/secretarial/telemarketing experience required * Public Trust Background Security Clearance is required including fingerprints * Criminal background check is required * Credit check required
SKILLS AND QUALIFICATIONS
* Ability to effectively work within established contractual turnaround times required * Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks * Proven ability to work as a team member is required * Must receive a passing score on required training modules
Cognosante is an Equal Opportunity Employer
Minorities/Women/Disabled/Veterans/Disabled and other protected categories