REMOTE Call Center Representative - Bilingual Job at TPI Staffing, Inc, Houston, TX

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  • TPI Staffing, Inc
  • Houston, TX

Job Description

Job Description

Job Description

Bilingual Customer Service Representative

Pay: $18.00 - $18.75 per hour; depending on experience

Remote Schedule: Shift Hours: M-F 9:00 am - 6:00 pm. Service center operates 7:00 AM - 6:00 PM (must be flexible to adjust as needed).

Note: 2 mandatory on-site (4 hour) training days in March and October/November

**This role will have potential to move into a Team Lead role**

Company Perks:

Work from home! After hired full-time, client offers Medical, Dental, Vision and 401k.

Job Summary:

  • We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative.
  • The ideal candidate will possess excellent communication and problem-solving skills
  • As well as a strong commitment to providing exceptional service to our valued customers.

Responsibilities:

  • Act as the main point of contact for customer inquiries, concerns, and complaints via various channels (phone, email, chat, social media, etc.).

  • Process and prepare mail and packages for shipping, including labeling, packaging, and arranging courier or postal services.

  • Provide accurate and efficient assistance to customers by identifying their needs and resolving their issues promptly and professionally.

  • Listen attentively to customer inquiries and provide appropriate solutions or alternatives within company guidelines and policies.

  • Escalate complex issues to the appropriate departments or supervisors for further resolution and follow-up.

  • Assist customers with placing orders, tracking shipments, processing returns, and other order-related tasks.

  • Make courtesy outbound calls to customers and record any feedback provided.

  • Handle irate or upset customers in a calm and professional manner, aiming to de-escalate situations and provide effective solutions.

  • Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner

  • Research account status and identify account issues

  • Address billing inquiries and resolve billing disputes

  • Process disconnection and reconnection requests

  • Enroll customers and resolve enrollment issues

  • Provide price quotes to prospective customers

  • Follow up with customers to attain required account information

  • Initiate collection activity on past due accounts and process disconnection and reconnection requests

  • Respond to emailed customer inquiries with factually and grammatically correct written communications

  • Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role

  • Track performance against targets

  • Be responsible for handling all call types related to gas and electric commodities as well as large commercial/industrial customer inquiries

  • Demonstrate the ability to communicate with customers in writing for both chat and email communication as well as telephone interactions.

MINIMUM REQUIREMENTS

  • Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred

  • Types at least 40 WPM

  • Must be Bilingual in English and Spanish

  • Previous sales experience preferred but not required

  • Experience in natural gas retail market preferred

  • Experience within the ERCOT retail electricity market strongly preferred

  • Experience in similar markets such as utilities, telecom, or cable preferred

  • High School diploma, GED, or equivalent math and English skills required

  • College degree or coursework a plus.

  • Outstanding phone etiquette and polished communication skills (written and verbal)

  • Ability to maintain a calm demeanor when dealing with agitated customers

  • Attentive to detail and committed to high quality customer service

  • Proficiency in Windows environment and MS Word and Excel applications

  • Comfortable in a fast paced environment where change is commonplace

Job Tags

Remote job, Hourly pay, Full time, Work from home, Flexible hours, Shift work,

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