Alpha Rae

  • Multilingual Customer Support Representative (0614)

    Job Locations US-IN-Fort Wayne
    Posted Date 3 months ago(6/14/2019 3:18 PM)
    ID
    2019-3581
    # of Openings
    1
    Category
    Customer Service/Support
    Length of Assignment
    Long Term
    Working Hours
    M-F 7:30 AM to 4:30 PM or 7:00 to 4:00 PM or 8:00 AM to 5:00 PM (8 hours per day - shifts may vary)
    Pay Rate
    $16.00/hr
    Area of City
    46802
  • Overview

    Must be Multilingual - English/Arabic OR English/French

     

    Working under the direction of the Customer Support & Billing Manager, incumbent acts as the liaison for the customer Agency. Incumbent should be able to effectively handle customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the Agency's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

    Responsibilities

    Customer Support

    • Assists customers with account inquiries, both in person and over the telephone, email, chat, and logs all customer contacts in CIS;
    • Identify customers’ needs, clarifies information, researches every issue and provides solutions and/or alternatives;
    • Manage large amounts of inbound and outbound calls in a timely manner;
    • Greets and directs walk-in customers;
    • Assists with customer questions as necessary.

    Document/Data Processing

    • Performs on-line data entry pertaining to customer accounts;
    • Initiates and terminates services;
    • Performs daily filing involving computer generated reports;
    • Sets up payments, extensions, and agreements as necessary;
    • Takes action regarding incoming mail and outgoing mail;
    • Arranges for special reads, meter changes, and field investigations;
    • Keep records of all conversations in our call center database in a comprehensible way;
    • Prepares reports of all calls and walk-ins;
    • Assists in scanning of paperwork as necessary;

    Additional duties as assigned

    Qualifications

     

    • Associates Degree (AA) or equivalent from a college, technical/trade school (preferred), or equivalent combination of education and/or experience in a call center
    • Experience with billing software preferred;
    • Must be Multilingual - English/Arabic OR English/French
    • Must be able to interact with the public with patience, tact, respect and professionalism 
    • Ability to meet and deal with internal and external customers with patience, courtesy, and tact in person and over the telephone;
    • Ability to answer routine customer questions;
    • Ability to keyboard and perform data entry accurately, a keyboarding test will be administered;
    • Ability to resolve conflict, troubleshoot, and problem solve;
    • Ability to be organized, work effectively with a team, and be self-motivated;
    • Ability to compare names and numbers, and make arithmetical calculations;
    • Ability to communicate orally and in writing;
    • Ability to listen to customers; Clarifies and rephrases what customer has said;
    • Ability to stay focused and positive;
    • Ability to remain professional and always show respect for others;
    • Ability to operate standard office machines, scanner, do light typing, and data entry;
    • Ability to do routine clerical work consistently and accurately;
    • Ability to apply departmental rules and regulations relevant to the assigned tasks;
    • Ability to multi-task, set priorities, and manage time effectively, achieve goals and follow policies set by management;
    • Must always maintain professional appearance;
    • Maintain an average of 40 calls per day; this will be tracked on a monthly basis.

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