(Bi-lingual) Customer Communication Center Representative

Job Description

Contact Center Representative

A contact center representative is responsible for communicating through various methods with all customers, insurance companies, business partners and internal repair facilities.

Contact Center Representative Job Responsibilities

• Schedule our customers for collision repair and estimate appointment by following internal and external Standard Operating Procedures.
• Professionally handle large daily quantity inbound and outbound customer communications, as communicated by management.
• Assist customers with setting up rental reservations and scheduling tows.
• Exhibit a sense of urgency towards daily workload.
• Convey empathy and confidence on all internal and external customer interactions.
• Respond to inquiries by clarifying, researching, planning, and implementing.
• Problem resolution by actively listening to our customers and using all internal resources to create a delighted customer.
• Execute job while multitasking across multiple communication channels.
• Execute department processes and procedures to maintain assignment integrity.
• To keep all company issued equipment in excellent working conditions and report all equipment concerns promptly to the appropriate department for repair or replacement.
• Always acting in a manner that creates positive outcomes for our customers.
• Able to keep customer and company information confidential.
• All other duties as assigned by management.

Contact Center Representative Skills:

• Excellent Verbal Communication
• Able to Actively Listen
• Friendly and Pleasant Phone Demeanor
• Computer Based Documentation.
• Strong Attention to Detail
• Ability to Multitask.
• Problem Solving

Education and Experience Requirements:

• High school diploma – Required.
• MUST BE ABLE TO WORK WEEKENDS-nonnegotiable.
• Bi-lingual (Spanish) – Required.
• Previous experience in a fast past contact center environment – a plus
• Experience in an Omnichannel environment – a plus
• Collision Repair Industry Experience – a plus

Location: Dallas, Texas (Remote)