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Bilingual Call Center Representative, Full Time

TrueAccord

TrueAccord

Customer Service
Jacksonville, FL, USA
Posted on Thursday, May 11, 2023
As a Bilingual Call Center Representative, you will be responsible for handling both outbound and inbound calls informing consumers of delinquent accounts in English and Spanish. You will provide solutions in a professional manner that protects our company and clients from any potential risk while adhering to all state and federal regulations. The Agent must demonstrate excellent customer experience skills while effectively negotiating account resolution. Agents are also responsible for accurately updating the customer’s contact information and documenting the actions taken while on the call. Agents are responsible for adhering to specific KPIs and achieving an assigned monthly goal.
Pay Range and Other Compensation:
Base hourly rate: $17.00 to $19.00 per hour
Long Commute pay: $1.00 per hour on top of your base rate.
Current Available Full Time Shift:
Monday through Friday, 10:00am to 7:00pm + one Saturday shift per month, either 9:00am to 1:00pm or 10:00am to 2:00pm.
Paid Training Schedule:
Monday through Friday, 8:00am to 5:00pm for the first three weeks of employment.
Start Date:
Monday, June 26th, 2023
Office Location (this is an in-office role):
8014 Bayberry Rd, Jacksonville, FL 32256
Benefits We Offer:
*** Cigna medical + MetLife dental and vision health plans
*** Generous PTO accrual
*** 7 paid holidays
*** All encompassing parental leave (maternal and paternal)
*** Short term and long term disability
*** An employee assistance program (EAP) designed to help you with challenges relating to work,
family, stress, finances, and other life events through counseling at no cost to you
*** Access to PerkSpot, an exclusive employee discount program for merchants, hotels, and travel nationwide

What You'll Do:

  • Handle outbound and inbound telephone calls with customers informing them of their delinquent account(s).
  • Treat our customers with respect, empathize with their situation, and identify a win-win outcome for both the customer and the clients we service.
  • Guide and motivate customers through the collections process; think outside of the box to negotiate the best possible arrangement.
  • Meet performance goals as outlined by management, which is based on daily call volume/effective resolution compared to assigned monthly goals.
  • Meet expected quality and compliance standards.

What We're Looking For:

  • Professional or native level proficiency in Spanish and English.
  • Skilled in problem-solving, negotiating, and resolving conflicts.
  • Professional communication and interpersonal skills.
  • Attention to detail and critical thinking.
  • Ability to work in fast-paced and changing environment.

Requirements:

  • High School Diploma, GED, or equivalent required
  • Ability to pass a background check
  • Ability to pass a drug screen
  • Steady job history