Job Description

What is the position?

The Bilingual Tier 1 Customer Support Representative is a key member of a fully remote team dedicated to providing support for both English and Spanish-speaking customers. In this role, you will assist customers by responding to inquiries, helping them file complaints, and providing updates on existing complaints.

What will I get to do?

In this role, you will have the chance to demonstrate your outstanding customer service skills by responding to customer inquiries using a cloud-based telephony solution. You will assist with billing inquiries and the complaint process. Your training will include a one-week instructor-led virtual training course followed by one week of job shadowing. You will need to perform your duties from a dedicated, secure area in your home. A successful candidate will collaborate effectively with the team to identify the reasons for calls, address questions, and provide prompt and accurate responses. You should be customer-focused, reliable, adaptable, and maintain politeness in every interaction.

What qualifications do I need?

• High school diploma or GED.
• 2 or more years of customer service experience.
• US citizenship or authorization to work in the US (if not a citizen) and residency in the US for at least 3 of the last 5 years.
• Fluency in Spanish, with excellent speaking, reading, and writing skills.

What additional characteristics will help me thrive?

• Proficient in MS Office, including Word, Excel, and Outlook.
• Able to work in a fast-paced environment.
• Strong reading and interpretation skills.
• Effective written and oral communication skills.
• Professional telephone etiquette across various situations.
• Ability to meet deadlines and work overtime if necessary.
• Flexibility to take on additional related duties as assigned by leadership.

The available shifts are as follows:

• Sunday to Thursday (Monday to Thursday: 11:45 AM - 8:15 PM ET & Sunday: 9:45 AM - 6:15 PM ET)
• Sunday to Thursday (Monday to Thursday: 7:45 AM - 4:15 PM ET & Sunday: 9:45 AM - 6:15 PM ET)

Compensation

Compensation for this position varies based on factors such as location, skills, education, certifications, and experience. This role has a starting rate of $19.51 per hour, but actual compensation will be determined based on the individual qualifications of the candidate.

EEO Requirements

ASM is committed to providing equal employment opportunities regardless of race, color, religion, sex, disability, age, sexual orientation, or national origin. Hiring, training, and promotions are conducted without regard to these factors.

Physical Requirements

Employees must meet physical requirements necessary to perform primary job functions. Reasonable accommodations will be provided for individuals with qualifying disabilities.

Disclaimer

This job description is designed to outline the general nature and level of work performed in this position. It is not intended to be a comprehensive list of all duties, responsibilities, and qualifications of employees assigned to this job.

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