Customer Service Agent Bilingual II (Spanish/English)

CUSTOMER SERVICE AGENT II (BILINGUAL SPANISH/ENGLISH)
WHY WORK FOR SAVILINX?
At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! As a Customer Service Agent II, you will greet and support our customers over the phone, via emal and text. If you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others we would love to speak with you!
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, and 2020!
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

JOIN THE SAVILINX FAMILY AND YOU’LL ENJOY:

• Full time, benefit eligible positions.
• Employee benefits include Medical, Dental, Life, Vision, 401(k) with company match, Pet Insurance and generous paid time off.
• Very competitive wages and additional pay for performance.
• 100% Paid Training.
• Opportunities for advancement and professional development.

OVERVIEW:
The Customer Service Agent II Bilingual (Spanish/English) is responsible for supporting one or more clients with complex 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 responding to email.
ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
• Provides customer support through email, text, and phone calls.

• Follows strict work instructions and procedures that may vary.• Meets expectations for all balance scorecard metrics; demonstrates improvement over time.

• Follows proper escalation procedures for unsolved customer requests.
• Maintains productivity in accordance with support program and company standards.
• Performs quality assurance monitoring and evaluation as it pertains to the role. Feedback is provided on a regular basis.
• Attends and participates in team meetings and required training sessions.
• Provides mentoring, training, and development to other CSAs as needed.
• Follows all safety, ethics, human resources and security policies and procedures. Other duties as may be assigned.
• Speaks, understands, and writes in both English and Spanish fluently.

SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position requires full, flexible availability on weekdays.
QUALIFICATIONS:

• High school diploma or general education degree (GED).
• College degree preferred.
• At least one year experience in a contact center in customer service or specialized training and/or certification.
• Excellent Verbal and Written Communication Skills.
• Attention to Detail.
• Time management skills and the ability to work independently are essential for this role.
• Analytical thinking and computer competencies are required.
• Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Must have experience with maneuvering electronic data between various environments.
• Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Must be fluent in Spanish and English.

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
Required

• High School or better

Job Type: Full-time