THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY Position Summary: Job Duties and Responsibilities include: Ensure telephone coverage during Call Center hours of operations. Answer incoming phone calls and log them in the appropriate software. Actively listen to the callers. Assist callers by researching information in a database system, exploring answers, and providing information and alternative solutions. Document all call information according to standard operating procedures, including completing call logs and reports. Route items that require further resolution to the appropriate team members (case managers, supervisors, etc.). Recognize, document, and alert the management team of urgent issues and trends in customer calls. Provide follow up customer calls where necessary. Adhere to established customer service and documentation standards, within required time frames. Adhere to department and company guidelines. Perform administrative tasks and other duties as assigned. Qualifications and Skills: Must be available between the hours of 8:00am – 5:00pm (Puerto Rico). Professional Proficiency in Spanish language. Knowledge of customer service practices and principles. Excellent listening, verbal, and written communication skills. Excellent data entry and typing skills (ex. logging calls, making call notes). Ability to demonstrate both empathy and professionalism. Ability to maintain phone etiquette and handle challenging callers appropriately. Ability to multi-task, set priorities and manage time effectively. Preferred: Professional Proficiency in English language. Prior call center or case management experience preferred. Prior experience in a Disaster Recovery call center, preferred however not required. Required Education and Experience: High school diploma or equivalent. 1-3 years of previous experience in customer service. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved. Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer. Powered by JazzHR
