Bilingual - Spanish Customer Service Representative

Company: US Cellular
Location: Madison
Posted on: October 14, 2021

Job Description:

Bilingual - Spanish Customer Service Representative - CUS001521

This role will be hybrid working remotely and a few days in office per month.

Delivers superior customer service while handling a large volume of inbound/outbound phone calls regarding cellular products and services for both consumer (prepaid/postpaid) and business accounts. The Universal Customer Service Rep Bilingual demonstrates proficiency in the areas of sales, negotiation, retention, and interpersonal communication to gain, retain, and serve customers. This role strives to provide first contact resolution by actively listening and connecting with customers while resolving their issues efficiently and effectively.

• Responsible for handling bilingual consumer and business customer calls with the highest standard of professionalism and courtesy, addressing customer issues and ensuring company standards are met on every call.
• Proactively identify customer needs by reviewing customer accounts and inquiries to develop product/service solutions to retain and grow the customer's relationship. Leverages the relationship with the customer to de-escalate situations.
• Troubleshoot wireless data, device and network problems for customers that may include the switch, voicemail, mobile data, network functionality and other systems.
• Receive inbound calls from customers with delinquent accounts to obtain payment commitments, take payments and answer inquiries to ensure Financial Services goals are met.
• Work with other U.S Cellular associates, departments and functions in a professional, courteous and collaborative fashion.
• Maintain strong knowledge of all company products and services, including handsets, accessories, pricing, plans, promotions, and service features.
• Demonstrate strong selling, negotiation and closing skills by positioning the value of wireless services and products to new and existing customers.
• Demonstrate the ability to work with multiple computer applications at the same time, while maintaining strong engagement and connection with the customer.
• Participate in marketing efforts to solicit new business, with the possibility of outbound calling if/when necessary.
• Assist in other tasks and projects as assigned.

• High school diploma or state equivalency certification.
• Minimum 2 years customer service experience.
• Demonstrated proficiency in communicating complex and technical information clearly and concisely in language and terminology that fits the needs of the customer.
• Demonstrated proficiency in resolving technical issues in a high-volume call center.
• Experience with Windows-based PC's, including general office software knowledge.
• Ability to remain flexible and adaptable in a fast-paced environment.
• Effective organizational and interpersonal skills.
• Excellent verbal and written communication skills.
• Must be able to work varying shifts.
• Bilingual English/Spanish.

PREFERRED QUALIFICATIONS

• Experience in high volume telephone contact center with resolution of complaints or inquiries.
• College degree.
• 1 year retail sales and/or telesales experience.
• Strong consultative sales, negotiating, listening and probing skills.
• Experience with wireless products and services such as: connected devices, home phones, Smartphone Operating Systems: Windows Mobile, IOS, and Android, tethered data connections and MMS/SMS messaging.

Job : Customer Service

Location(s) : Wisconsin-MADISON_WI

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.

Keywords: US Cellular, Madison , Bilingual - Spanish Customer Service Representative, Other , Madison, Wisconsin

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