Customer Service Agent Bilingual 1 (Spanish/English)

CUSTOMER SERVICE AGENT 1 (BILINGUAL SPANISH/ENGLISH)

At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! As a Customer Service Agent I, you will greet and support our customers over the phone, via email and text. If you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others this will be a GREAT place to make your work home!

Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, 2020, and 2021!

SaviLinx creates caring connections with an innovative mindset to elevate the human connection. Real people. Real partners. This applies to all team members and the following are our guiding principles in all of our daily work.

OUR GUIDING PRINCIPLES

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worthy of Trust from all Stakeholders

OVERVIEW:

The Customer Service Agent I Bilingual (Spanish/English) is responsible for supporting one or more clients with customer inquiries and support while demonstrating our core values. This position also updates the Company or external database(s) with all appropriate information. This position supports all quality assurance efforts and Program criteria, while dialing out, taking inbound calls, and email.

ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Resolves customer’s inquiries and concerns in accordance with the client and company policies and federal regulations.
• Provides customer support through and phone calls.
• Follows strict work instructions and SOPs that may vary.
• Adapts to continual changes to work instructions and procedures as needed.
• Meets expectations for all balance scorecard metrics; demonstrates improvement over time.
• Follows proper escalation and de-escalation procedures for unsolved customer requests.
• Maintains productivity in accordance with support program and company standards.
• Attends and participates in required training sessions.
• Follows all safety, ethics, human resources and security policies and procedures.
• Regular and consistent attendance is an essential function of the job.
• Must keep all systems open and be responsive to management during working hours.
• Must be fluent in both Spanish and English.

SUPERVISORY RESPONSIBILITY:

No Supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:

This position requires open availability M-F.

LOCATION:

Work from home following two weeks of in-center training.

Work from center is also required when an employee experiences connectivity or performance issues.

QUALIFICATIONS:

• High school diploma or general education degree (GED); and one-year related experience and/or training; or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Analytical
• Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER DUTIES:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

Education

• High School or better