Bilingual Customer Service Representative

Summary

Join Real Time Technologies, Inc. as a Bilingual Customer Service Representative! This fully remote position offers a competitive hourly rate of $16 and requires fluency in Spanish and English. You will provide primary level support for customer care issues, including payment investigations, technical support, and SSM machine troubleshooting. Prior call center experience is preferred, but not required. Excellent communication and interpersonal skills are essential, along with the ability to handle escalated situations with professionalism and patience. Regular and predictable attendance is mandatory. The role involves utilizing a CRM system to track customer interactions and may include assisting with documentation creation.

Requirements

• High School Diploma or GED
• 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

Responsibilities

• Provide 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
• Answer 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
• Accurately use 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
• Successfully and timely complete 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

Preferred Qualifications

• 2 Years of prior call center experience preferred, with no less than 18 months of prior experience in a customer service role
• Preference give to candidates with prior call center experience

Benefits

$16/hour