Bilingual Customer Service Advisor
| Company | Blackboard |
|---|---|
| Location | Pennsylvania, USA, Texas, USA, Florida, USA, Nevada, USA, South Carolina, USA, Georgia, USA, Mississippi, USA, Tennessee, USA, Arkansas, USA, West Virginia, USA, Wisconsin, USA, North Carolina, USA, Oklahoma, USA, Ohio, USA, Indiana, USA, Alabama, USA |
| Salary | $16 – $16 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Bilingual in written and spoken Spanish and English (equivalent to English fluency of CEF C1 level or above)
- High School diploma or equivalent combination of education and experience
- Must be at least 18 years old
- A stable history of employment
- You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
- Experience using internet-based browsers such as Chrome, Firefox, Safari
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Excellent oral and written communication skills
- Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems
- Experience using a laptop or desktop computer, including multiple applications, windows, and monitors
- Familiarity with education-related technologies
- Excellent critical thinking and problem-solving skills
- Analytical orientation with strong attention to detail
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
- Willing to accept a temporary assignment
- Must reside within an approved state*
- Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL) + Mobile Broadband is not supported (including satellite, wireless/cellular hotspot service, and point to point internet service) + 40 Mbps Download + 20 Mbps Upload + 100ms Ping or less + Jitter: 40 MS or less + Wi-Fi Connection is permitted + The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges.
Responsibilities
- Demonstrating empathy, patience, and soft skills during phone calls
- Managing and resolving identified client issues for assigned customer accounts
- Documenting information into web-based ticketing system
- Searching and navigating knowledge base and integrated customer information systems to identify appropriate resolution for client issues
- Escalating unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution
- Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
- Following specified call flow to maximize effectiveness and efficiency
- Adapting to dynamic call center environment with variance in daily break times
- Working in adherence to assigned shift, which could include weekends and holidays
- Participating in internal training programs to expand knowledge and support multiple clients
- Providing delightful, efficient, and accurate resolution to customer inquiries
- Handling multiple job tasks at one time and escalating issues in a timely manner
Preferred Qualifications
- Some level of college completed
- 1 or more years of customer service or contact center experience
- Previous experience in the education industry and e-learning technologies