BILINGUAL Virtual Customer Service Agent

We are seeking self-motivated and energetic individuals to join a team of Customer Service Representatives to work remotely. Ideal candidates will possess a passion for helping customers learn more about program pathways to aid with disaster recovery efforts dealing with the hardships left by Oregon 2020 Labor Day wildfires. We need individuals who are respectful, professional, courteous, eager-to-learn.

Technical and programmatic training will be provided. Candidates must be willing to work assigned shifts during the program hours of Monday – Friday, 8:00 am to 5:00 pm PST.  Based on future client requirements, these hours are subject to change. 

Key Responsibilities Include:

• Respond to Customer inquiries and requests for information, and provide status updates, guidance, and information as outlined and defined in approved Desk Reference Guides, policies and procedures.
• Access internal and client systems, interpret screens, update screens and enter contact notes in automated systems.
• Provide exemplary customer service while educating customers on program features and service offerings.
• Communicate with client staff as required and forward Case and Customer information when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
• Accurately identify customer accounts to effectively determine program eligibility.
• Actively listen to customer and take initiative to seek actionable solutions to customer goals or problems.
• Stay abreast of marketing activities and provide feedback on program marketing reactions to continue development and enhancement of the energy programs.
• Complete all commitments offered to customer in a timely manner; i.e. call backs, application updates, email responses, etc.
• Identify and resolve customer issues with professionalism and with the collaboration of cross-functional team members as appropriate.
• Perform the assigned duties with minimal supervision, but also work in a team problem-solving environment.
• Follow all policies and guidelines set by company.
• Maintain confidentiality regarding company and customer information.

Qualifications

• A minimum of 1 year of Customer Service Experience required, previous experience as a customer service representative in a call center preferred.
• High school diploma or equivalent required, college degree or some college training preferred.
• Must successfully pass drug and criminal background checks.
• Applicants will be screened for diction, grammar, voice quality and articulation, proficiency with computer and customer service skills and experience.
• Entrepreneurial mindset, high energy and self-motivated, results oriented person with a strong bias for action and work ethic.
• Ability to work with minimal day-to-day direction.
• Ability to work collaboratively in a matrix- team environment.

• Superior interpersonal skills including courtesy, professionalism, empathy, and cooperative attitude.
• Ability to use a computer and navigate at high functionality.

• An action-oriented and results-driven individual who likes to be the one-stop solution for customers.
• Excellent oral and written communication skills.
• Flexible with the capacity to thrive in a high-change business environment.