Customer Service – English only, or Bilingual(Spanish)

Currently WFH bur will change to office location

JOB RESPONSIBILITIES

• Answers incoming customer calls; patiently and attentively listen to customer’s concerns and questions to identify the core needs.
• Reiterates the identified concerns or needs to ensure agreement. Clearly communicate resolution options and timeframes. Enters incoming callers contact information, issues, and resolutions in software.
• Provides service that meets service level agreements (SLAs).
• Responds billing inquiries, quotes balance, payoff information, and processes paid in full notifications.
• Accepts payments over the telephone as well as through the mail, complying with privacy and regulatory guidelines.
• Contacts various departments to verify or clarify cemetery property or funeral service purchase and agreement in order to resolve inquiries accurately and timely.
• Discuss and escalates advanced cases to management for input or resolution.
• May initiate outbound customer calls to provide issue resolution or follow up.
• Completes responsibilities within company policies, procedures, and compliant with regulations.
• May maintain Customer Care processes, procedures, and job aids. Recommends efficiencies to management with the outcome to improve Key Performance Metrics.
• Takes the initiative learn and remain current on company products and industry terminology to facilitate customer issue resolution.

Education

• High School Diploma or GED

Experience

• At least two (2) years of Customer Service experience
• Experience using call center phone software a plus

Skills & Abilities.

• Bilingual in Spanish
• Professional verbal and written communication skills with the ability to remain steadfast under duress
• Second language is a plus, Spanish preferred
• Excellent Listening and empathy skills
• Dedication to customer satisfaction
• Proficient with database software, MS Office, Word, Excel, and Power Point
• Flexibility to work different shifts (including evenings, weekends, or holidays)