Bilingual Customer Service Representative

TITLEBilingual Customer Service Representative - Fully RemoteEOE STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

DESCRIPTION

List of responsibilities:

• Primary level support of customer care issues related to, but not limited to, payment investigations, RTPAY Self Service Machines (SSM), fraud investigations, tier 1 technical support.
• Answering all incoming calls, triaging the customer concern and either addressing the need immediately or escalating the call to the proper team if necessary.
• Research and analyze system and technical issues affecting RTPAY operations (reported or not reported), escalating them timely, appropriately, and accurately.
• Provide immediate and thorough support for SSM machines, including carrier/customer/dealer payment processing issues.
• Accurate use of the Customer Relationship Management (CRM) ticketing system where all customer (RTPAY services end user, dealer, carrier, or market team) interactions are captured and recorded within CRM.
• Assist the market team members on their questions and concerns; especially with those related with the installation, maintenance and training of proprietary software and equipment.
• Successful and timely completion of all daily work-tasks and special assignments.
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• May at times be asked to assist with the production of job aids and documentation to support Customer Care work duties or other RTPAY team needs.
• Additional tasks assigned as needed as required by business needs.
• Regular and predictable attendance is an essential function of this position.
• Shift: 2:30PM-11PM 
• $16/hour

POSITION REQUIREMENTS

Position Requirements/Qualifications

• Years of experience needed:

2 Years of prior call center experience preferred, with no less than 18 months of prior experience in a customer service role.

• Degrees, certifications/qualifications (skills/knowledge required):

High School Diploma or GED; preference give to candidates with prior call center experience

• Additional Requirements:

• Basic PC knowledge, including Microsoft Office, Outlook, Info Path, Internet Explorer, etc.
• Excellent written and verbal communication skills in English.
• Fluency in Spanish is required.
• Excellent phone etiquette.
• Strong interpersonal skills such as: effective listening, empathy, and patience.
• Ability to work independently and possess sound judgment to work under pressure.
• Ability to defuse excited and irate Agents or customers.
• Organizational and follow-up skills are required.
• Dedication to exceed customer satisfaction must be exhibited at all times.
• Must be friendly and positive on its interactions with customers, and patient enough to handle escalated issues without taking them personal.
• Regular and predictable attendance is an essential function of this position

ABOUT THE ORGANIZATION

ABOUT REAL TIME TECHNOLOGIES, INC.
Company History
RT² started in 2001 as a proprietary Point of Sale solution for a national wireless retailer who sold all U.S. National Carriers. This national multi-carrier retailer faced unique challenges managing all the different business rules and commissions reconciliation of the carriers they did business with. Real-Time Technologies, Inc. was able to customize a solution that would later set the stage for our flagship POS product.
RT² solutions are now used in over 8,000 wireless retailer locations nationwide where an estimated 23M devices were activated and $9B of commerce was done in 2018.

As a solution provider, our partners, teammates, and the customers whose experience is ultimately impacted by what we do, depend on our technology and processes to drive agility and innovation forward. Our key stakeholders are not only the strongest developers in the business, but they understand the unique challenges our partner organizations confront every day. That customized approach drives the difference in our technology across all layers of our solutions.

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