In this role, you'll respond to a high volume of Contact Center inquiries, providing personalized and accurate information to our members. Your main responsibility will be to enhance the member experience and deepen their understanding of our products. You'll handle various member transactions, conduct research, and resolve issues while effectively multitasking during calls. Additionally, you will utilize problem-solving skills to ensure one-call resolutions and manage escalations professionally, practicing de-escalation techniques to improve overall satisfaction. Key Responsibilities: Deliver personalized service and respond to product inquiries (70% of time). Conduct research and follow up on member issues to achieve resolution (20% of time). Provide administrative support and participate in team huddles (10% of time). Ability to work in a fast-paced environment is a requirement of the role. Skills and Background You’ll Need: High school diploma or equivalent is required. Candidates must be fluent in both Spanish and English, with excellent verbal and written communication skills in both languages. Minimum of 1+ years of customer service experience in a call center. Strong communication skills and ability to relay product information clearly. Familiarity with using multiple computer and telecommunications technologies. Experience with performance metrics and quality assurance processes is preferred. Key Behaviors of a Successful Candidate: Adaptability to changing situations and member needs. Integrity in communication and service delivery. Strong problem-solving skills and initiative. Ability to maintain a calm demeanor under pressure.
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