Job Description

Bilingual Call Center Customer Care Representative - This is a 100% Remote Position 

Leading Edge Connections, LLC. is a full-service virtual Contact Center outsourcing company built FOR The People! All our teams are 100% Native Virtual (work at home) and always will be! No more stuffy offices, cubicles, or crummy breakrooms once you join the LEC Family.

Do you love learning new things? Would you consider yourself a problem solver? Well you are in luck! We are looking for experienced bilingual customer support reps who are great at helping people on the phones and have a knack for making good conversation. You must be able to work at top speeds on the computer and have a fun-loving attitude! Check out our opportunity below.

We are looking for passionate individuals interested in being part of a fun customer service team. Our representatives play an important role in helping customers via inbound and outbound calls as well as email responses. This includes purchasing, verifying orders, answering product questions, and connecting with the rest of the team. 

If you're an individual that has “joie de vivre” and enjoys helping others, we encourage you to apply!

Qualifications:

• 1-3 years call center chat experience preferred
• Must speak fluent Spanish and English
• Must reside in and be authorized to work in the US
• Technical experience strongly preferred, experience in Salesforce or Hubspot preferred
• Strong messaging communication skills, and active listening abilities
• Ability to work independently and utilize resources to resolve customer issues
• Great at taking inbound calls and speaking to customers
• Excellent grammar and reading abilities
• Previous work-from-home experience preferred
• Understanding of contact center support metrics and ability to implement actions for improvement

· Must have a High School Diploma or equivalent

Hardware/Software Requirements:

• Your own computer
• Processor: Intel® Core™ i5 5200 Series or greater ( MUST have a 4-core processor )**
• Memory: 8GB on Windows 10 or higher / 10 64 bits
• Screen Resolution: 1280x768 or higher ( dual screens)**
• USB headset
• NO Chromebooks, Mac products, iPads, netbooks, or any type of tablet (Must be a laptop or a desktop)
• Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
• Must be hardwired to router
• Firewall must be enabled (Will be checked prior to allowing login to system)

Responsibilities

• Express genuine empathy and concern for your customers' issues and address as if they were your own
• Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products
• Ability to identify high-risk customer situations and escalate appropriately without hesitation
• Accurately document all required information and details in the ticketing system
• Respond to and resolve open issues in an appropriate timeframe
• Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management
• Ability to multi-task using multiple systems
• Skillfully change from one task to another without loss of efficiency or composure
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Remain positive and professional in all customer interactions
• Flexibility to cross train as requested

Job Type: Full-time contract

Pay: $14.00-15.00 per hour 1099 contract

Benefits:

• Work from home

Experience level:

• 2 years

Weekly day range:

• Monday to Friday
• 11:30am EST - 8:00pm EST 

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