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Details

Bilingual Member Services Rep II

Title Bilingual Member Services Rep II
Company GreyStone Power Corp
Available Date Sep 13, 2017
Expiration Oct 11, 2017
Job Function Assist Members with their account
Job Type Call Center
Job Duration Full Time
Salary $32,627 Annual
Location

Douglasville, GA

Travel Requirements

N/A

Minimum Education

High School Graduate/Equivalent required; College degree or some college strongly preferred.

Minimum Experience

Fluent in Spanish and English required. Three to four years office experience in areas of customer service and/or dealing with the public. Call Center experience strongly preferred.

Job Description

Job Summary

•Receives, assists with, and/or processes inquiries, payments, and related tasks from callers and/or visitors in reference to current or new membership, in Call Center or Walk-In settings.
•Professionally handles complaints, answers questions, provides information, and enters and maintains accurate records in computer systems.
•Exhibits excellent interpersonal skills when handling all interactions with external and internal stakeholders, while completing all tasks and/or steps promptly and accurately.
•Demonstrates and promotes a positive, friendly, courteous, and professional customer service environment.

Key Responsibilities

•Provides accurate, clear, and complete information to members, co-workers, and all stakeholders.
•Maintains confidentiality of and discretion regarding all consumer information and account records.
•Uses good judgment to properly handle and/or process: a) payments for usage or deposits; b) start, stop, or transfer service; c) payment extension requests, d) refund inquiries, e) high bill complaints, f) energy audit requests, g) capital refund inquiries, and other tasks as required.
•Identifies, researches, and resolves member issues using computer systems and resources, and through inter-departmental interactions.
•Demonstrates an awareness that the job exists to effectively serve each and every member.
•Promotes our ancillary services to help reach the corporate sales goals for the department.
•Adheres to all corporate and departmental policies, directives, and processes.
•Takes ownership of tasks through to completion.
•Embraces feedback on performance.
•Performs other duties, tasks, or functions at various locations as instructed by supervision.

Job Requirements Required Education, Knowledge, Skills and Abilities •High school graduate/equivalent required; college degree or some college strongly preferred. •Three to four years office experience in areas of customer service and/or dealing with the public. •Call Center experience strongly preferred. •Fluency in both Spanish and English. •Excellent problem solving skills, organizational skills, attention to detail, and professional appearance. •Proficiency with PC using MS Word, MS Excel and MS Outlook to prepare, complete and distribute reports and other pertinent information to management and/or team members. •Excellent listening, verbal, written, and interpersonal communication skills. •Visual ability to enter and obtain information to/from network PC. •Ability to perform multiple duties while experiencing interruptions. •Prefer good knowledge of our service area. •Ability to maintain confidentiality of member information. •Ability to follow company directives, policies, and procedures, as well as accept and positively respond to supervisory guidance and coaching. •Aware that the primary responsibility for all MSRs is to be available at all times and promptly handle member needs either face-to-face or through answering ACD phone calls. •Satisfactorily pass GreyStone’s employment physical, and drug, background, and credit screenings. •Ability to consistently meet or exceed the established monthly, quarterly, and year-end performance goals. •Excellent attendance and punctuality.