Bilingual Customer Service Representative (In-Center)

TransPerfect Is More Than Just a Job…Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.TransPerfect Is More Than Just a Job…Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.Customer Service Associates are responsible for in-bound calls displaying great customer service skills to ensure highest level of customer satisfaction.Uses proper phone etiquette to provide great customer service for incoming calls for various cases and projectsReceive emails and inbound calls from customers pertaining to service events or service contract/MFG warranty related items. Verify contract information and initiate claims based on client specific terms and conditions while following internal procedures.Perform basic troubleshooting on electronic and mechanical products including but not limited to:  Appliances, Power Tools, Massage Chairs, Cell Phones, and Consumer Electronics etc.Assist customers with other service contract or MFG warranty related issues including but not limited to: contract/product registration, cancellation and billing issues etc.Accurately document and update records in required systems.Maintain diplomacy and tact when communicating with customers, service centers, and clients.  Escalate customer issues to management when necessary.Maintain call handling performance metrics for Average Speed of Answer, Service Level, Talk Time and Quality Monitoring review.Perform other related duties as required.Communicates effectively and address customers’ needs to provide accurate information, process inquiries, and solve problems. Escalates the calls as neededDocuments all calls appropriately, and follows all procedures as dictated by policy and proceduresConducts themselves in a professional manner at all times – adheres to structured internet rules and regulations on the call center floorAttends all scheduled training as requiredAccomplishes other general tasks as required or necessaryQualifications:High School Diploma or GED.Must be 18 years or older.Effective communication and literacy skills. Ability to read scripted responses naturally, with confidence and accuracy.Professional Proficiency (speaking, listening, and reading) in English and Spanish.Ability to deal with customers from diverse backgrounds.Excellent computer skills with quick and accurate typing, the ability to open several applications at one time and review documents with attention to detail and accuracy.Quality Customer Service Skills.Ability to handle escalated calls, with empathy and professionalism.Decision making and problem-solving skills.Excellent time management skills.Previous customer service and/or 1 year of call center experienceAbility to mai...