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CS Representative, Bilingual English – Spanish

Job Description:

Answers telephone call inquires and promotes the organization’s products and services in English and Spanish
Researches and resolves customer concerns and complaints to ensure retention and satisfaction
Answers customer calls, in a large variety, with timeliness and accuracy
Identifies and assesses customer needs to provide accurate solutions
Escalates issues to supervisors as required and as appropriate
Provides accurate, valid and complete information by utilizing the right tools
Meets personal and team accuracy, call targets and call handling quotas
Follows communication guidelines and policies
Correctly utilizes internal documentation and leadership team members for solutions
Acts as a customer advocate
Recommends process and product improvements and feedback
Actively participates in team meetings, coaching sessions, one on ones, and other meetings
Performs other duties as assigned

Requirements:

High School diploma or equivalent education
Minimum of one (1) year of customer service experience
Fluent and clear written and verbal communication in English and Spanish
Experience in Microsoft Office Suite preferred
Ability to ensure compliance with company policies and applicable federal and state regulations
Ability to maintain confidential information and knowledge of confidential matters
Ability to work on a team and as an individual contributor
Individual must be open to learn about and understand ‘niche’ industry
Effective, consistent and impeccable communication (verbal and written), interpersonal, organizational, presentation, project management, teamwork, and time management skills
Ability to change course easily – knows when to be patient and when to push while working in the “gray”
Self-starter, self-motivator, detail-oriented, highly organized
Must be personable and approachable, demonstrate professionalism and active listening skills at all times
Must be able to work effectively and efficiently in a fast-paced environment including stressful situations
Expert prioritization skills
Motivated to excel, competitive in nature and does not confuse “efforts” with “results”
Demonstrates and maintains flexibility and adapts to changes within industry and company
Preferred Experience and/or Education: Knowledgeable in technology; Knowledgeable in horse-racing