Bilingual Customer Service Representative in San Antonio, Texas at Startek

Date Posted: 10/22/2019

Job Snapshot

Job Description



Provide excellent customer service solving questions and complaints related to cable products/services and/or invoicing through voice based communication tools.  
 
Job Functions
  • Provide information regarding Products and Services, billing, repair, collections, and respond to other types of inquiries
  • Provide general technical support regarding outages, bandwidth troubleshooting, equipment setup, and rebooting
  • Respond to Subscriber complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
  • Troubleshoot Subscribers' service problems and schedule field service calls when necessary
  • Schedule Subscriber appointments in accordance with established procedures
  • Document Subscriber transactions accurately in the appropriate systems
  • Coordinate with co-workers, lead persons and other departments as appropriate

Job Requirements

  • Spanish fluency required –verbal communication.  English for call documentation
  • High school diploma or equivalent education required
  • Strong written communication skills. Requires heavy computer communication in a customer service capacity
  • Understanding of basic internet troubleshooting and configurations
  • Customer service/public relations, telecommunications and data terminal experience also preferred
  • Able to work a variety of work schedules to include days, nights, weekends, holidays, etc.
  • Typing speed of 40WPM preferred
  • Must have basic math, reading, writing, and organizational skills with strong initiative
  • Must have pleasant personality, and capability to work independently
  • Experience with Microsoft office, internet and email programs desired
  • Ability to empathize with Subscribers
  • Completion of 6 months of prior call center experience desired or 6 months of customer service and a combination of prior work experience and technical school or college may be substituted
  • Must pass STARTEK pre-hire screening and new hire services training exam with 80% or higher (any revisions/modifications to the pre-hire screening and related assessments must be mutually agreed to by the parties)  
  • Must be able to work a variety of work schedules including days, nights, weekends, holidays
  • Able to sit, working at a computer, for extended periods of time
  • Maintain regular and punctual attendance
  • Understands Subscribers’ needs and wants
  • Confident in communicating with others
  • Able to adapt quickly to a fast paced and changing environment
  • Desire to deliver superior customer service
  • Capable of multitasking (researching solutions while communicating with a Subscriber)
Additional Skills
  • Goal and detail oriented
  • Understanding of basic internet troubleshooting and configurations
  • Ability to multitask (use of multiple tools and applications required)
  • Handle and overcome rejection
  • Quick thinker, likes challenges, ambitious, determined and confident
  • Self-starter and team player
  • Positive and enthusiastic
  • Respects others points of view
  • Problem solver approach to research, capable of accessing multiple data sources at once
  • Demonstrates self-control and patience
 
Legal/Financial Responsibilities
  • Position must assist in maintaining the confidentiality of Subscriber and business data at all times
 

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