Bilingual Spanish/English Customer Experts - Remote

Overview

About TP TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen. As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go. Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! At this time, TP can only offer employment to individuals located in the following states: AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY This is for a Work at Home position.

Responsibilities

Your Responsibilities As a Bilingual Customer Service Representative, your main responsibility is to find innovative ways to respond to varying questions, issues, and concerns.

• Manage a high volume of inbound and outbound calls and other customer contacts in a timely and professional manner.
• Address and resolve customer complaints and inquiries regarding billing statements, payments, and account adjustments.
• Contact customers with overdue accounts to solicit payment or negotiate realistic payment plans, while adhering strictly to the Fair Debt Collection Practices Act (FDCPA) and other relevant regulations.
• Troubleshoot and provide updates on service problems and outages, escalating complex technical issues to the appropriate departments (e.g., L2 or L3 support).
• Review customer accounts, identify problems, and process necessary changes, credits, or service disconnections/reconnections as required.
• Maintain accurate and detailed records of all customer interactions and transactions within the CRM system.
• Utilize strong problem-solving skills to find effective solutions and provide accurate information about products, services, and policies.
• De-escalate situations involving dissatisfied customers, remaining calm and professional under pressure.
• Collaborate with other departments to ensure timely and thorough resolution of customer issues.
• Strive to meet and exceed individual and team performance metrics (KPIs) such as call volume, resolution time, and customer satisfaction ratings.

Qualifications

We're looking for fearless people - people who are inspired to deliver only the best in all that we do. Qualifications:

• Bilingual Spanish/Eglish
• 6 months customer service experience minimum
• Over 18 years of age
• Ability to type 25 wpm
• High School Graduate or GED
• Comfort with desktop computer system
• 6 months Call Center experience, preferred
• Ability to use Windows operating systems
• 6 months sales experience minimum
• Able to work independently
• Ability to stay composed and objective
• Superior negotiating skills

Key Competencies:

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements:

• Internet Requirements:
• Minimum subscribed download rate equal or exce

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