Bilingual Customer Service Rep (Spanish-English) – Work from Home
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$9.90 an hour

EDUCATION and/or EXPERIENCE

High School Diploma and at least 6 months to one year related experience and/or training in a customer service environment; or equivalent combination of education and experience required. Prior sales experience preferred.

LANGUAGE SKILLS

Fluent in English – read, write, speak
Fluent in Spanish – read, write, speak

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have interest/desire to work in a sales environment
Strong customer focus
Outstanding oral and written communication and interpersonal skills
Must be computer literate
Strong evaluation and analysis skills
Strictly adheres and demands strict adherence to the company’s policies
Excellent attention to details
Must have ability to accept constructive feedback and apply coaching techniques.
Team Player

ESSENTIAL DUTIES AND RESPONSIBILITIES

Adherence to SYKES policies on ethics and integrity.
Responsible for promoting and selling client’s products and services by emphasizing product features based on analyses of customers’ needs.
Meets all monthly sales objectives by approaching sales as a way of helping our client’s customers receive the best value for their money.
Promotes and recommends our client’s products and services based on customer’s needs and interests.
Adheres to call flow methodology to increase sales and improve customer satisfaction.
Demonstrates professional closing techniques on every call and confirms sales when appropriate.
Acts as an Ambassador for the client by building rapport with the customer, supporting, reassuring, and educating the customer throughout the call.
Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
Determines appropriate action to be taken on customer’s behalf, which may include problem determination and appropriate next steps. Offers alternative solutions where appropriate with the objective of retaining customer’s business and informs customer of those appropriate next steps, working with the customer to achieve issue resolution.
Maintains proficiency in programs, products and/or platforms assigned.
Maintains pertinent paperwork and records through data entry.
Communicates with co-workers to research problem and find solution.
May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
Communicates with team manager, team members and other teams regarding problems, solutions and trends.
Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
May perform other additional duties and responsibilities as assigned.

COMPUTER REQUIREMENTS

PC running Windows 7 & Windows 8.0 Windows 8.1 (Windows XP and Vista not compatible with our programs)
Minimum 20 GB free hard drive disk space
Minimum 2 GB RAM
2.0 GHz Dual Core Processor required (multi-core and faster speeds of processor are also acceptable)
Monitor with minimum screen resolution of 1024×768 (1280×1024 recommended)
If the program you are hired for requires a separate monitor, your monitor must have VGA connection available, as the equipment we provide is only compatible with VGA connection
Sound card and speakers to listen to audio files
Current Anti-Virus software with updated definitions (SYKES recommends: Microsoft Security Essentials or Nod32)
Current anti-spyware software (SYKES recommends: Super Anti-SpywareFREE, Emsisoft Anti-MalwareFREE or MalwarebytesFREE)
Firewall installed & operating -or- Windows firewall turned on
Be sure to always download your protection software from the developer’s website. Many products that are not listed above may or may not be acceptable for use with SYKES Home systems. You may be asked to uninstall any protection software including the above listed software if it is necessary during troubleshooting.
Alpine Access will not be held liable for any virus, spyware or malware obtained regardless of protection software recommendation.

INTERNET ACCESS REQUIREMENTS

Subscription to a reliable, high-speed, hard-wired, bi-directional Internet connection, DSL or Cable
No satellite or wireless Internet service
3 Mbps downstream, or greater
1 Mbps upstream, or greater
Limited household use of internet connection while the employee is working
Internet Explorer 8 or later
Highly Recommended: A home router with at least the following features:
IP address routing
Network Address Translation (NAT)
DHCP functions
Firewall functions
LAN connectivity like a network switch*Some SYKES Home Customer implementations REQUIRE a router

TELEPHONE LINE ACCESS REQUIREMENTS

Analog landline that meets one of these requirements:
Plain Old Telephone Service (POTS) – traditional landline phone service using a dedicated copper pair to the home.
Cable – phone service from a Cable TV service provider.
Fiber-Optic – phone line provided by a local phone service.
A telephone line that you can dedicate for your use while working, and that you can use while also accessing the Internet. Please note, this phone line will not be available for personal household use during your shift hours.
The telephone must be a corded traditional telephone. No cordless, cellular/wireless or VoIP phones (Vonage, AT&T CallVantage, etc.).

HEADSET REQUIREMENTS

You are required to purchase two different types of headsets – a USB headset for online training and a telephone headset for taking live customer calls.
USB headset for online training will need to plug into your computer. The USB headset will be needed prior to your first day of training and will continually be used for ongoing training. A USB headset can range in price from $20-$100, and can be purchased at most stores that sell computer equipment or office supplies. The USB headset must meet these minimum requirements:
Features a microphone
Hands-free
Connects to your computer via a USB port.
Features a mute button
Telephone headset to take calls will need to plug directly into your telephone base. The telephone headset is required in order to begin work. The headset can range in price from $25-$100 and can be purchased at major retailers and office supply stores. Because you will be wearing the telephone headset for long periods of time, it must be comfortable, and meet these minimum requirements:
Hands-free
Corded. All cordless headsets are unacceptable
Features a “noise cancelling” microphone

OFFICE SET-UP

Comfortable and ergonomically safe furniture and office set-up
Quiet, free of any background noise (we have a zero tolerance policy for noise)

Job Type: Full-time

Salary: $9.90 /hour

Required education:

High school or equivalent

Required language:

Spanish41dcd80c53b1be943cdae5dfe4422f15

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